TLDR
- Yum Brands plans to implement AI-powered drive-thru ordering at hundreds of Taco Bell locations in the U.S. by the end of 2024
- The company has been testing the Voice AI technology for over two years and reports improved order accuracy and reduced wait times
- Taco Bell currently uses Voice AI at more than 100 U.S. restaurants across 13 states
- Yum Brands claims the AI technology enhances employee experience by allowing them to focus on other tasks
- This move comes after McDonald’s recently ended its trial of AI-powered drive-thru ordering due to accuracy issues
Yum Brands, the parent company of Taco Bell, has announced plans to significantly expand its use of artificial intelligence in drive-thru lanes across the United States. By the end of 2024, hundreds of Taco Bell locations are expected to implement AI-powered voice ordering technology, marking a major shift in how customers interact with the fast-food chain.
The expansion follows over two years of testing and fine-tuning the Voice AI technology. Currently, more than 100 Taco Bell restaurants across 13 states are already using the AI system. Yum Brands reports that the technology has led to improved order accuracy, reduced wait times, and a decrease in employees’ task load, ultimately fueling profitable growth for both the company and its operators.
Lawrence Kim, Yum Brands’ Chief Innovation Officer, expressed confidence in the technology’s effectiveness, stating,
“With over 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.”
The move puts Taco Bell at the forefront of AI adoption in the fast-food industry. While other companies like Wendy’s and White Castle have been slowly implementing similar technologies, Yum Brands’ plans are the most ambitious to date. The company hopes to eventually roll out Voice AI in drive-thru lanes globally, with five KFC restaurants in Australia already testing the technology.
Yum Brands’ expansion of AI ordering comes at a time when the technology is facing scrutiny in the industry. Recently, McDonald’s ended its trial of Automated Order Taker, an AI technology developed in partnership with IBM, after customers complained about order inaccuracies. However, Yum Brands remains confident that its system will not face similar issues.
One key to Taco Bell’s success with Voice AI has been its ability to adapt to various customer speech patterns and pronunciations. For example, the system has been trained to understand both the correct pronunciation of “quesadilla” (kay-sah-dee-ya) and the common mispronunciation “kay-sah-DILL-uh.” This attention to detail aims to ensure a smooth ordering experience for all customers.
Yum Brands emphasizes that the AI technology is not intended to replace human employees but rather to enhance their experience. Kim stated,
“Voice AI does not replace any team members. It is designed to enhance the team member experience so they can focus on other tasks that are a priority for them.”
However, the implementation of AI in drive-thrus raises questions about the future of employment in the fast-food industry.
The company sees potential for AI beyond just drive-thru ordering. Kim suggested that AI could be implemented in other areas across Yum Brands’ chains, which include Pizza Hut, KFC, and The Habit Burger Grill. “I believe the applications for voice AI are boundless,” Kim said, indicating that the company is continuously evaluating new possibilities for the technology.
For Taco Bell customers, the change means that when they pull up to place an order, there’s an increasing chance they’ll be talking to a computer rather than a human employee.
