Taco Bell to use AI at more drive-thrus: What does that mean?

Taco Bell is significantly expanding its use of voice AI technology in its drive-thru operations across the United States. The company plans to implement this technology in hundreds of locations by the end of the year, focusing on improving order accuracy, reducing wait times, and enhancing the overall customer experience.

Currently, more than 100 Taco Bell locations in 13 states are already utilizing voice AI in their drive-thrus, resulting in notable benefits such as improved order accuracy and reduced wait times. This technology allows team members to focus on front-of-house hospitality, leading to a more friendly and efficient experience for customers.

The decision to expand AI technology follows a two-year period of fine-tuning and testing, as well as collaboration with franchisees. Additionally, five KFC restaurants in Australia, also owned by Yum Brands, will begin testing voice AI in their drive-thrus.

This move by Taco Bell aligns with a broader trend in the restaurant industry, where many rivals have also started incorporating AI technology into their ordering processes. According to a March report from the National Restaurant Association, 16% of restaurants plan to integrate AI into their businesses this year, and nearly half of surveyed restaurants aim to use technology and automation to address labor shortages.

source: https://www.thetelegraph.com/news/article/taco-bell-drive-thru-ai-19613048.php