Fast-food giant Yum! Brands is expanding its AI-powered voice technology, dubbed Voice AI, to hundreds of Taco Bell drive-thrus across the U.S. by the end of the year. The technology has been tested at around 100 locations and has received positive feedback in Australia.
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Taco Bell Revs Up AI Drive-Thru Experience
Taco Bell customers across the United States are set to experience a smoother and more automated drive-thru experience as the fast-food chain's parent company, Yum! Brands, announces plans to expand its AI-powered voice technology, Voice AI, to hundreds of locations by the end of 2023.
This move marks a significant step in Yum! Brands' strategy of integrating digital and technology into all aspects of its business, with AI playing a central role. "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," said Lawrence Kim, Yum's chief innovation officer.
Taco Bell Revs Up AI Drive-Thru Experience
Voice AI has undergone extensive testing over the past two years, with successful implementations at around 100 Taco Bell locations in 13 states. The technology has also been piloted at five KFC restaurants in Australia, garnering positive feedback from customers and staff alike.
Yum! Brands' decision to expand Voice AI comes shortly after rival McDonald's discontinued its own version of AI ordering technology. McDonald's tested an IBM-powered AI drive-thru order-taking program in approximately 100 restaurants, but ultimately decided to terminate its use.
Taco Bell Revs Up AI Drive-Thru Experience
In a memo to franchisees, McDonald's USA Chief Restaurant Officer Mason Smoot stated, "While there have been successes to date, we feel there is an opportunity to explore voice ordering solutions more broadly," indicating that the company plans to evaluate other options in the future.
Yum! Brands, on the other hand, is confident in the potential of Voice AI. "We believe Voice AI has the potential to revolutionize the drive-thru experience for our customers," said Kim. "It's faster, more accurate, and more convenient, and it allows our team members to focus on providing a great experience for our guests."
The expansion of Voice AI aligns with the broader trend of AI adoption in the fast-food industry. As technology continues to advance, more and more companies are leveraging AI to improve operational efficiency, enhance customer satisfaction, and gain a competitive edge.
* Yum! Brands also owns Pizza Hut and KFC.
* Taco Bell's Voice AI technology has been tested in multiple locations, including 100 Taco Bell drive-thrus in the U.S. and five KFC restaurants in Australia.
* McDonald's discontinued its AI-powered drive-thru ordering system in July 2023.
* Yum! Brands plans to evaluate other voice ordering solutions by the end of 2023.
