Taco Bell is set to significantly expand its use of AI-powered voice ordering technology across drive-thrus in the U.S. The fast food chain, which already has Voice AI systems in over 100 locations, plans to increase this number, enhancing both operational efficiency and customer experience.
The AI system, which has been in development and testing for over two years, is designed to reduce workloads for team members, allowing them to focus on minimizing wait times and improving order accuracy. The technology connects with Yum! Brands’ proprietary Poseidon point of sale (POS) system and digital menu boards, streamlining the ordering process for a seamless customer experience.
Lawrence Kim, Chief Innovation Officer at Yum! Brands, emphasized the company's commitment to leveraging advanced technologies to benefit both franchisees and consumers. “We’re expanding and accelerating our AI capabilities to deliver leading-edge technologies to our franchisees and to enhance the consumer and team member experience,” Kim stated.
The development of the Voice AI system incorporated feedback from Taco Bell franchisees to ensure it meets the needs of both staff and customers. The technology has been well-received, with positive responses also reported from KFC restaurants in Australia where similar systems have been implemented.
Yum! Brands is actively investing in digital and AI innovations to improve ordering experiences, partnering with various tech developers to enhance their offerings.
Dane Mathews, Taco Bell’s Chief Digital and Technology Officer, highlighted the role of AI in enhancing both team member and customer experiences. “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,” Mathews said. “By tapping into AI, we can ease team members’ workloads, allowing them to focus on front-of-house hospitality and unlock new ways to engage with our customers.”
The expansion of Taco Bell’s AI voice ordering technology comes amid McDonald's recent decision to scale back its AI voice ordering system, dropping IBM's technology and seeking a new partner for drive-thru solutions.
