According to Yum Brands, Taco Bell’s parent company, the company plans to roll out voice-activated AI in drive-thrus at hundreds of restaurants across the country by the end of this year. This technology has been in the works for the past two years, using both a third-party vendor and Yum’s in-house options. Currently, over 100 Taco Bell drive-thrus in 13 states are equipped with this AI.
Voice-activated AI has become more popular in the fast-food industry recently due to higher labor costs. The AI handles routine tasks, allowing employees to focus more on the customer experience. Taco Bell believes this technology will improve order accuracy, reduce wait times, and provide a more consistent and friendly service.
“It’s really about helping our team members,” said Dane Mathews, Taco Bell’s chief digital and technology officer. “Their job is tough, and this technology makes it easier and more enjoyable for them.”
Although AI could potentially replace some human workers, Taco Bell is not currently seeing reduced labor costs. Instead, they notice long-term benefits like better employee retention due to an improved work experience.
Taco Bell, with over 7,400 locations and $15 billion in sales, is the fourth-largest restaurant chain in the U.S. The planned expansion will make it a leader in AI among the top 10 chains, though other chains like Wendy’s and Dunkin’ are also testing similar technologies.
Big chains like McDonald’s have faced challenges with voice AI, mainly due to the diverse accents and ordering habits across the U.S. Taco Bell acknowledges these challenges but remains committed to getting the technology suitable for long-term growth.
Yum Brands is also testing drive-thru AI at five KFC locations in Australia. Lawrence Kim, Yum’s chief innovation officer, stated that after two years of fine-tuning, they are confident in the technology’s ability to improve operations and customer satisfaction.
The big question is accuracy. “It’s getting better,” Mathews said. “We’re confident it will bring real benefits, but there’s still work to be done.”
