Taco Bell, a popular fast food chain in the United States, has announced plans to expand the use of artificial intelligence in its drive-thru operations. This innovative voice AI system, which has been in development for over two years, uses voice recognition technology to interpret customers’ orders. Currently, the Mexican-themed chain is using the system at more than 100 locations across 13 states.
The parent company of Taco Bell, Yum! Brands, also operates other well-known chains such as KFC and Pizza Hut. The company has stated that this AI technology is designed to improve order accuracy, reduce wait times, and ease the workload for staff. In fact, Yum! Brands has plans to implement the technology in hundreds of its stores by the end of 2024. Additionally, five KFC restaurants in Australia are currently testing the use of voice AI.
Lawrence Kim, Yum! Brands’ chief innovation officer, expressed confidence in the effectiveness of this technology in optimizing operations and enhancing customer satisfaction. However, the use of voice AI has not been without its challenges. Rival fast food chain McDonald’s recently removed the technology from over 100 of its restaurants due to customer complaints and mix-ups in orders. These incidents, including a dessert being topped with bacon and a drive-thru assistant adding $211 worth of chicken nuggets to an order, were shared by customers through online videos.
Despite these setbacks, there is significant interest in artificial intelligence in the restaurant industry. According to the National Restaurant Association, 16% of operators plan to invest in AI integration, including voice recognition, by 2024. Other US brands such as Wendy’s, Dunkin’, and Checkers have also conducted extensive testing of AI ordering. While there has been little adoption of voice AI in the UK, Popeyes is currently testing the technology at a small number of its drive-thrus.
In conclusion, Taco Bell’s expansion of voice AI in its drive-thru operations reflects the growing trend of incorporating artificial intelligence in the restaurant industry. While there have been some challenges, the potential benefits of increased order accuracy and efficiency make it a promising tool for enhancing the customer experience.
