Taco Bell Just Announced a Major Drive-Thru Change

If you’ve visited a drive-thru recently and noticed things seem a little different, you’re not alone. Restaurants have begun testing forms of artificial intelligence (AI) in food service in an attempt to simplify the ordering process for workers and create a smoother experience for guests. While you might expect tasks such as phone call routing to become automated, some restaurants are taking it a step (or two) further.

Last year Domino’s teamed up with Microsoft and announced plans to use AI technology to assist managers with administrative tasks. And they aren’t the only restaurant jumping on the trend. Chipotle has been testing multiple AI kitchen assistants that can prepare ingredients and even assemble orders. And while we might still be a few years away from that technology hitting the mainstream markets, one thing on everyone’s mind right now is AI-powered ordering. 

Using AI-powered assistants in the drive-thru to take orders allows workers to focus on making food and tending to dine-in guests. But when new technology is involved, it’s not uncommon to hit some snags along the way. McDonald’s AI-powered drive-thru issues were getting so much attention that recently the chain pulled the technology from its stores.

And while McDonald’s is taking a step back from drive-thru artificial intelligence for now, another fast food giant is powering forward with big plans for the future.

Taco Bell Expands AI-Powered Ordering to Hundreds of Locations

Taco Bell is expanding its Voice AI technology to hundreds of drive-thrus nationwide. This means that when you first arrive at the digital menu board to order, you may be greeted by an AI voice rather than a human worker. Using the Voice AI’s intuitive technology, you will then be able to place your order as normal, including any adjustments and substitutions.

The goal of using this technology is to enhance the experiences of both the workers and the customers. According to a recent press release, the benefits of Voice AI technology include improved order accuracy, shorter wait times, and consistently friendly customer service.

Yum Brands!, which owns Taco Bell, KFC, and Pizza Hut is known to have an “AI-first strategy” when it comes to food service. The company has been making strides for years and now feels confident that its voice technology is ready to hit more stores as part of its customer experience ecosystem.

“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,” said Lawrence Kim, Chief Innovation Officer of Yum! Brands in the press release.

The rollout is expected to occur through the end of 2024 and the company has its sights set on global expansion in upcoming years. Currently, Voice AI is being tested at select KFC locations in Australia, which the brand says is being well-received. Only time will tell if the brands see success or if their AI technology encounters the same issues as McDonald’s.