Next time you crave a chalupa supreme, you might find yourself ordering from an AI, not a person. Taco Bell is expanding its AI voice recognition program for drive-thrus. After testing the technology in over 100 locations across 13 states, the fast food chain’s parent company plans to add AI voice ordering to hundreds more Taco Bell drive-thrus in the US by the end of the year.
“With over two years of fine-tuning and testing the drive-thru Voice AI technology, we’re confident in its effectiveness in optimizing operations and enhancing customer satisfaction,” said Lawrence Kim, chief innovation officer for Yum! Brands.
The company, which also owns KFC, is currently testing Voice AI in five KFC locations in Australia.
Using AI for drive-thru orders may seem unusual, but it demonstrates how this technology can integrate into everyday life.
While there are many headlines about chatbots mimicking celebrities, this practical application shows how voice AI can fit into daily routines and workplaces. The press release highlights the benefits for employees as a key reason for implementing the technology. “Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality. It also enables us to unlock new and meaningful ways to engage with our customers,” said Dane Mathews, Taco Bell’s Chief Digital & Technology Officer.
However, there are challenges to overcome. McDonald’s attempted a similar AI-driven drive-thru initiative but ended the program earlier this year. During testing, customers experienced both frustration and amusement with the AI ordering process. There are also concerns that if these AI systems become more efficient, the reduction in team members’ workloads might lead to job losses.