AI drive-thru technology to be implemented at hundreds of Taco Bell stores
US fast food giant Taco Bell is implementing the use of artificial intelligence for order taking at numerous drive-thrus.
The voice AI system, which understands customers’ orders through voice recognition, has been in development for over two years.
The Mexican-themed chain has already rolled out the system at more than 100 locations in 13 US states.
Taco Bell’s parent company Yum! Brands, which also oversees other chains such as KFC and Pizza Hut, states that the system aims to enhance order accuracy, reduce wait times, and lessen the workload for staff.
They are planning to introduce the AI technology to hundreds of stores by the end of 2024, with five KFC restaurants in Australia currently testing voice artificial intelligence.
Yum! Brands’ chief innovation officer Lawrence Kim expressed confidence in the system’s ability to optimize operations and improve customer satisfaction.
However, voice AI hasn’t been universally successful – rival McDonald’s recently removed the technology from over 100 restaurants.
They received complaints from customers regarding incorrect orders, with some posting videos online showcasing their mix-ups.
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Instances included a dessert mistakenly topped with bacon, and a drive-thru worker adding $211 (£166) worth of chicken nuggets to an order.
The McDonald’s trial was in collaboration with IBM, and the fast food chain now intends to explore alternative suppliers.
Despite this, there is significant interest in artificial intelligence according to the National Restaurant Association, a US-based trade organization.
They report that “16% of operators plan to invest in artificial intelligence integration, including voice recognition, by 2024.”
Other US brands like Wendy’s, Dunkin’, and Checkers have extensively experimented with AI for ordering.
Meanwhile, in the UK, there is limited adoption of voice AI, although Popeyes is currently testing the technology at a few drive-thrus.
