Taco Bell Expands AI Voice Ordering to Drive-Thrus Nationwide

Next time you're in the mood for a chalupa supreme, you might be placing your order with an AI. Taco Bell is expanding its AI voice recognition technology to drive-thrus across the U.S. After successful tests in over 100 locations across 13 states, the fast-food chain plans to introduce voice AI to hundreds more drive-thrus by the end of this year.

“With more than 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, Taco Bell's parent company. Yum! Brands, which also owns KFC, is currently testing Voice AI in five Australian locations for that chain as well.

While the concept might seem novel, this practical application of AI is likely to be encountered by many. It represents a shift from the high-profile, celebrity-like chatbots to more routine, everyday uses of AI. The company emphasizes the benefits for employees, highlighting that AI can ease workloads, allowing team members to focus more on customer service. “Using AI allows us to streamline tasks for our team members, enabling them to engage with customers more meaningfully,” stated Taco Bell Chief Digital & Technology Officer, Dane Mathews.

Despite the potential advantages, there are still hurdles to overcome. McDonald’s recently halted a similar AI-driven drive-thru program due to mixed customer experiences. Additionally, there are concerns that improving AI efficiency could lead to job reductions for current employees.