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Taco Bell has just announced the intention to use AI in the drive-thru, citing AI as being a “core piece of its strategy to integrate digital technology into all aspects of the business.” The Mexican-inspired chain is expanding its use of voice AI technology to hundreds of U.S. locations by the end of the year. Their parent company, Yum! Brands wants to take the AI initiative, globally in the future.
This move follows a successful two-year testing period at over 100 Taco Bell restaurants across 13 states. The AI system is designed to improve order accuracy, reduce wait times, and provide a consistent, friendly customer experience.
How it works:
- Voice recognition: Customers will place orders verbally, interacting with an AI-powered voice assistant.
- Order accuracy: The AI system is designed to improve order accuracy, minimizing mistakes and ensuring customers receive exactly what they want.
- Efficiency: By automating the ordering process, Taco Bell aims to speed up drive-thru times and increase efficiency.
Yum Brands announced today it is expanding its voice artificial intelligence technology to “hundreds” of Taco Bell drive-thru locations in the U.S. throughout the rest of this year. In a release, the company said its goal is to eventually expand the technology to its global system, which also includes KFC, Pizza Hut and The Habit Burger Grill brands.
The technology is currently deployed to more than 100 Taco Bell U.S. locations across 13 states. The test, which has been in place for about two years, has yielded improved order accuracy, speedier service, and profitable growth, according to the company. Yum also said system has created a better experience for both employees and customers.
Chief digital and technology officer Dane Mathews said in a statement: “Innovation is ingrained in our DNA at Taco Bell, and we view voice AI as a means to improve the team member and consumer experiences. Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of[1]house hospitality. It also enables us to unlock new and meaningful ways to engage with our customers.”
The technology is expected to enhance the overall customer experience by offering faster order processing and potentially even personalized recommendations.
While some may be hesitant about the shift towards automation because of numerous videos surfacing online of AI order-takers malfunctioning, Taco Bell is confident regardless in the potential of AI to improve efficiency and satisfaction. The company believes this technology will be a game-changer for the fast-food industry.
Last month, McDonald’s announced the termination of their contract with voice-activated AI in the drive-thru. The move came after a 2-year experiment in partnership with IBM at over 100 locations across the US. In a statement, McDonald’s said: “While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly.”
It’s not immediately clear at what McDonald’s means by this but they will likely explore the usage of AI with another company in the future.
As Taco Bell continues to explore their options, the AI drive-thru is just the latest example of the brand’s commitment to updating technology, and most likely, aiming to cut costs.
