Taco Bell uses AI for fast drive-thru service during McDonald’s walk-ins
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Taco Bell is embracing the use of artificial intelligence technology in the drive-thru lane. On Wednesday, Yum! Brands, the parent company of Taco Bell, said it will expand the use of AI to hundreds of locations in the US by the end of 2024. About 100 Taco Bell’s in 13 states are already using the technology.
So, now when you go to the drive-thru for your Baja Chicken Chalupa (a personal favorite) or your Mexican pizza, you’ll likely be placing your order with a robot, instead of a real fast food employee.
“Yum! Brands is integrating digital and technology into every aspect of our business with exciting new capabilities, and AI is at the heart of that strategy,” said Lawrence Kim, Yum! Chief Brand Innovation Officer, in a press release. We are expanding and accelerating our AI capabilities, such as Voice AI, to bring cutting-edge technology to our franchisees and improve the customer and team member experience.”
Kim also revealed that the brand spent a long time preparing for the transition to AI ordering systems. “With more than two years of fine-tuning and testing of Voice AI drive-thru technology, we are confident in its effectiveness in improving efficiency and improving customer satisfaction.”
Clearly, Taco Bell is putting more faith in AI programming than some of its competitors. Last month, McDonald’s decided to stop using the technology after some incorrect (and ridiculous) orders were issued. Several videos go viral as customers show off multiple orders of chicken nuggets or a wild number of ketchup packets.
However, while the fast food chain is pulling the plug for now, it doesn’t mean that the use of technology once the kinks are ironed out. At the time, a McDonald’s representative told Fast company“the drive-thru voice ordering solution will be part of the future of restaurants,” and the restaurant will “make an informed decision on the future voice ordering solution by the end of the year.”
As far as Taco Bell is concerned, expanding AI seems to be a top priority. “Innovation is ingrained in our DNA at Taco Bell, and we’re looking at Voice AI as a way to improve the team member and consumer experience,” said Dane Mathews, Taco Bell’s Chief Digital & Technology Officer, in a press release.
“Getting into AI gives us the ability to simplify the work of team members, freeing them up to focus on bringing guests in front of house. It also enables us to open new and meaningful ways to interact with our customers.”
Yes, some fast food chains, such as Dunkin’, Wendy’s, Checkers, and others, have extensively explored AI ordering. Wendy’s has even started using AI to allow the menu to make suggestions or adapt based on things like the weather. And outside the US, Yum! made efforts in AI earlier, too. According to the latest announcement, it is testing the technology in five KFC restaurants in Australia.
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