A big change is coming to Taco Bell drive-thrus across the US
FILE - A truck is seen at the drive-thru window of a Taco Bell fast food restaurant. (Photo by Paul Weaver/SOPA Images/LightRocket via Getty Images)
LOUISVILLE, Ky. - A major change could be coming to the way customers order at their local Taco Bell drive-thru.
Yum! Brands, the parent company behind Taco Bell and other fast food chains, announced on Wednesday that it’s expanding the use of artificial intelligence voice technology across many of its drive-thru locations in the U.S.
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The company said it aims to have its AI technology in hundreds of stores by the end of 2024, and "aspires to implement Voice AI technology in drive-thrus at its brands globally in the future."
Currently, more than 100 Taco Bell U.S. drive-thrus across 13 states are using the technology, in which customers place their order with artificial intelligence – rather than a human employee on a headset.
The technology is "designed to enhance back-of-house operations for team members and elevate the order experience for consumers," according to Yum! Brands.
Use of AI in the drive-thru eases the task load for employees, improves order accuracy, and can even help reduce wait times, the company said.
"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," Lawrence Kim, Yum! Brands’ chief innovation officer, said in a statement.
"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," Kim added.
Yum! Brands also owns chains like KFC and Pizza Hut. The company said five KFC restaurants in Australia are also testing Voice AI technology in drive-thrus.
McDonald's ends AI drive-thru ordering
Taco Bell isn't the only major fast food chain that has implemented AI ordering in the drive-thru. McDonald's also tested the technology at more than 100 locations, dating back to as early as 2021.
However, there were reports of order errors among some customers. McDonald's later told franchisees in June that it was ending the AI program it used in partnership with IBM "after thoughtful review."
"As we move forward, our work with IBM has given us the confidence that a voice ordering solution for drive-thru will be part of our restaurants’ future," McDonald's told FOX Business in a statement.
"We see tremendous opportunity in advancing our restaurant technology and will continue to evaluate long-term, scalable solutions that will help us make an informed decision on a future voice ordering solution by the end of the year," the statement added.
This story was reported from Cincinnati.