Taco Bell Expands AI Voice Tech to Hundreds of Drive-Thrus

Taco Bell is set to expand its use of voice AI technology to hundreds of its drive-thru locations by the end of the year, parent company Yum Brands announced on Wednesday. The expansion follows two years of testing the technology, which is already in use at approximately 100 Taco Bell eateries across 13 states.

Benefits of AI Integration

The AI technology has demonstrated several benefits, including improved order accuracy, reduced wait times, and providing a consistent, friendly experience. Yum Brands, which operates 7,400 stores across the U.S., plans to implement this technology in hundreds of Taco Bell locations by the end of 2024, with aspirations to expand it globally in the future.

Industry Trends

Other restaurant companies, such as Wendy’s and White Castle, have also been gradually integrating voice AI to reduce labor costs and enhance service speed. However, Yum Brands’ plans are among the most ambitious. While tech companies tout the advantages of voice AI, restaurants have cautiously tested the technology to ensure it meets employee and customer satisfaction.

Previous Trials and Future Goals

In May, Yum Brands expanded its voice AI pilot from five locations to 30 in California. Currently, over 100 Taco Bell restaurants in the U.S. utilize voice AI. The company reports that the technology has led to increased order accuracy, reduced wait times, decreased employee task load, and profitable growth.

Statement from Yum Brands

“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, Yum Brands Chief Innovation Officer, in a statement.

KFC Trials

In addition to Taco Bell, five KFC restaurants in Australia are also testing voice AI technology in their drive-thrus. Yum Brands is leveraging the success of its digital sales, which approached $30 billion last year, with over 50% coming through digital channels.

Challenges and Competitor Efforts

Taco Bell's AI expansion comes as McDonald’s decided to end its trial of AI ordering technology in partnership with IBM, following customer complaints about order accuracy. Despite these challenges, Yum Brands remains confident in the potential of voice AI to transform drive-thru experiences.