麦当劳正押注全新的AI得来速点餐系统“Archy”，希望借此在销售额下滑、股价大跌之际重振这家快餐连锁企业。
McDonald’s is betting that “Archy,” a new AI drive-thru system, can revitalize the fast-food chain as its sales slump and its stock plunges.
公司表示，这套支持语音识别、可使用英语和西班牙语的AI系统，在初步测试餐厅中的准确率超过90%，并获得了顾客的积极反馈。然而，在其他快餐连锁企业，顾客似乎并不喜欢这项技术：今年早些时候推出AI驱动得来速系统的汉堡王，在遭遇顾客反弹后正重新审视其策略。
The company says the voice-enabled, English- and Spanish-speaking AI has a more than 90% accuracy rate at early-test restaurants, with positive customer feedback. But at other fast-food chains, customers don’t seem to be lovin’ the tech: Burger King, which rolled out an AI-enabled drive-thru system earlier this year, is rethinking its strategy following customer backlash.
“有些顾客会直接开车离开，因为他们不想和机器人说话。”汉堡王品牌技术副总裁查克里·索米塞蒂（Chakri Somisetti）说。麦当劳每天要接待7000万名顾客，即使准确率达到90%，仍可能有700万人遇到错误，这将是一项超大规模的客户服务考验。—杰克·安杰洛（Jake Angelo）
“There are drive offs because guests don’t want to talk to a bot,” said Chakri Somisetti, Burger King’s vice president of brand technologies. For the 70 million daily customers McDonald’s has, even a 90% accuracy rate would leave 7 million facing a potential error, making for a supersized customer service test. — Jake Angelo