KFC Australia is cautiously exploring the use of voice AI technology in its drive-thrus, with plans to expand only after a thorough evaluation. The fast-food giant aims to ensure the technology enhances both customer and employee experiences.
KFC Australia is assessing the technology’s performance based on feedback from both its staff and customers before deciding on further implementation across more locations.
In May, Yum! Brands, KFC’s parent company, expanded its AI voice tech trials to 30 locations in the United States. By June, it announced plans to roll out hundreds of AI-powered drive-thrus, with 100 restaurants across 13 U.S. states already testing the technology. Australia became the first international market to trial this innovation, with five restaurants participating in the pilot program.
“Enhancing the restaurant experience through innovation is central to both Yum! and KFC Australia,” said Kristi Woolrych, General Manager of KFC South Pacific. She explained that the trials conducted by Taco Bell in the U.S. provided the perfect foundation for bringing the AI voice technology to Australia.
“At KFC Australia, we’re committed to using innovation to improve the experience for both customers and team members.
We recognize the critical role our staff plays in providing excellent service. Our goal is for every drive-thru experience to be fast, friendly, and fueled by technology that enables team members to focus on food preparation and customer interaction,” Woolrych added.
The AI voice system is designed to assist restaurant teams by simplifying the ordering process. With the technology handling orders, staff can concentrate on food preparation and customer service at the pick-up window. It also ensures order accuracy, offers a consistent experience, and reduces wait times.
The AI system processes speech in real-time, confirming orders audibly and visually while allowing customers to modify their selections, including upgrades and complex changes, Woolrych explained.
Overcoming Challenges
A cautious approach is prudent, as AI drive-thrus have faced challenges in the fast-food industry. For instance, McDonald’s ended its trial of an AI Automated Order Taker, a project developed in partnership with IBM. Despite the setback, McDonald’s remains optimistic about AI’s potential in the future.
As for KFC Australia, Woolrych emphasized that they would continue to refine the system as needed. “While the AI technology is highly familiar with KFC’s menu, this is still a trial, and there may be situations where the system continues to learn,” she noted.
In 2023, Yum! Brands’ digital sales neared $30 billion, with over half of its first-quarter sales in 2024 coming through digital channels. This highlights the company’s ongoing commitment to digital innovation, as it seeks to balance cutting-edge technology with customer satisfaction.