Taco Bell announced plans to significantly expand its use of artificial intelligence (AI) voice technology in its drive-thrus by the end of the year. The technology, currently deployed in over 100 locations across 13 states, aims to improve order accuracy, reduce wait times, and support profitable growth for the company and its franchisees.
Taco Bell expands AI drive-thru voice test to hundreds of locations by year-end, enhancing order accuracy and reducing wait times for customers and employees. https://t.co/eeQYyqpAQF#TacoBell #AI #Tech #AllAboutAI #FastFood
— AllAboutAI (@AllAboutAicom) August 1, 2024
This move comes as a contrast to rival McDonald’s, which recently decided to phase out its AI drive-thru ordering program after encountering numerous issues. McDonald’s had tested the technology in over 100 locations, but customers frequently reported problems such as incorrect orders and the AI’s inability to understand simple requests. Notable mishaps included AI adding unwanted items like hundreds of McNuggets or incorrect condiments, which led to widespread ridicule on social media.
Despite these challenges, Taco Bell’s parent company, Yum! Brands, expressed confidence in their AI system’s performance. Lawrence Kim, Chief Innovation Officer at Yum! Brands, highlighted the technology’s success in improving order accuracy and reducing wait times, while also contributing to a better overall experience for customers and employees.
The use of AI in fast-food drive-thrus represents a broader trend towards automation in the industry, with companies exploring new ways to enhance efficiency and customer satisfaction. However, the mixed results from early implementations, as seen with McDonald’s and other chains like Carl’s Jr. and Del Taco, underscore the challenges in perfecting this technology for consistent and reliable use.
Taco Bell customers will soon order through voice AI at drive-thrus: https://t.co/rPFe2LAiW1 #KAKEnews
— KAKE News (@KAKEnews) August 1, 2024
Key Points:
i. Taco Bell to expand AI voice technology in drive-thrus across hundreds of U.S. locations by year-end.
ii. The technology aims to improve order accuracy, reduce wait times, and enhance profitability.
iii. McDonald’s recently discontinued its AI drive-thru program due to widespread issues and customer complaints.
iv. Taco Bell’s parent company, Yum! Brands, remains confident in their AI system’s success and reliability.
v. The move highlights ongoing challenges and opportunities in automating fast-food services.
Susan Guglielmo – Reprinted with permission of Whatfinger News
