Next time you’re craving a chalupa supreme, you might not be ordering from a person. Taco Bell is expanding its program for using AI voice recognition in drive-thrus. After testing the technology in more than 100 locations in 13 states, the fast food chain’s parent company aims to add voice-powered AI capabilities to hundreds more Taco Bell drive-thrus in the US by the end of the year.
“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 for Yum! Brands. The company also owns KFC and is currently testing Voice AI in five locations for that chain in Australia.
It sounds a little goofy, but in practice, this is an application of AI that people who aren’t early adopters might encounter in the wild. There are lots of splashy headlines about chatbots that sound like celebrities, but this type of practical use case shows where and how voice AI might appear in a person’s routine and workplace. The press release centers the employee experience as one of the reasons for pursuing the technology. “Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality. It also enables us to unlock new and meaningful ways to engage with our customers,” Taco Bell Chief Digital & Technology Officer Dane Mathews said.
That’s the positive side. On the negative side, there are still plenty of imperfections yet to be resolved in the tech. McDonald’s ran a similar effort exploring drive-thrus powered by AI, but called off its program earlier this summer. Customers had encounters that were equal parts frustrating and hilarious with the AI ordering options during the testing phase. There’s also a concern that if the kinks in these AI systems do get worked out, the easing of team members’ workloads could turn into losing some team members’ jobs.
