Taco Bell to roll out AI ordering at drive-thru lanes in hundreds of locations
Customers at Taco Bell drive-thru locations may soon have their order taken by AI.
The quick-service chain is planning to roll out its Voice AI" technology at the drive-thru lanes in hundreds of its U.S. locations by the end of 2024. The rollout builds on a current install base of more than 100 locations across 13 states.
The AI technology, which Taco Bell also intends to implement at its stores globally in the future, is designed to enhance back-of-house operations for workers while improving the customer order experience. Benefits have included easing workload for store employees, improving order accuracy, providing a consistent, friendly experience and reducing wait times.
Taco Bell and its parent company Yum! Brands have incorporated input from Taco Bell franchisees into the solution, which emphasizes leveraging intuitive technology to create a seamless ordering experience. The solution is based on Taco Bell’s existing frictionless drive-thru model, as well as the proprietary Yum! Brands Poseidon POS system and the next generation of the Taco Bell Rewards loyalty program, which the company will integrate later this year.
In addition to the expansion of voice AI across Taco Bell U.S. drive-thrus, five KFC restaurants in Australia are simultaneously testing voice AI technology in drive-thrus. Yum! Brands has been focusing on AI solutions for several years, including through acquisitions of AI technology developers.
[READ MORE: Yum! Brands completes third AI technology acquisition of 2021]
"Innovation is ingrained in our DNA at Taco Bell, and we view Voice AI as a means to improve the team member and consumer experiences," said Dane Mathews, chief digital & technology officer, Taco Bell. "Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality. It also enables us to unlock new and meaningful ways to engage with our customers."
"Yum! Brands is integrating digital and technology into all aspects of our business with exciting new capabilities, and AI is a core piece of that strategy," said Lawrence Kim, chief innovation officer, Yum! Brands. "We’re expanding and accelerating our AI capabilities like voice AI to deliver leading-edge technologies to our franchisees and to enhance the consumer and team member experience. 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."
Yum! Brands, Inc., based in Louisville, Ky. and its subsidiaries franchise or operate a system of over 59,000 restaurants in more than 155 countries and territories under the brands KFC, Taco Bell, Pizza Hut and the Habit Burger Grill.
