Yum Brands hopes to use AI to take drive-thru orders at hundreds of Taco Bell restaurants by the end of this year, announcing on Wednesday that it is expanding its rollout of the tech in the U.S. with plans to implement it in drive-thru lanes globally. (Source: Image by RR)

Voice AI to Streamline Taco Bell Drive-Thru Experience, Boost Customer Satisfaction

Yum Brands announced that by the end of 2024, hundreds of Taco Bell locations in the U.S. will integrate AI in their drive-thru lanes, with plans for a global rollout in the future. This initiative is part of a broader trend among restaurant companies, such as Wendy’s and White Castle, which are gradually adopting AI to improve service speed, reduce labor costs, and enhance customer experience. Yum Brands’ move is notably ambitious, aiming to significantly enhance operational efficiency and customer satisfaction through voice AI technology.

The decision, as reported at cnbc.com, follows a successful pilot, which expanded from five to 30 Taco Bell locations in California, and now more than 100 U.S. Taco Bell restaurants utilize the technology. Yum Brands reported that the AI system has led to improved order accuracy, reduced wait times, decreased employee workloads, and increased profitability. This development comes after McDonald’s ended its trial of similar AI technology with IBM, opting to explore other vendors.

Yum Brands’ Chief Innovation Officer Lawrence Kim expressed confidence in the technology, citing over two years of testing and fine-tuning that have demonstrated its effectiveness in optimizing operations and boosting customer satisfaction. Alongside Taco Bell, five KFC restaurants in Australia are also testing voice AI tech in their drive-thrus, reflecting Yum Brands’ broader strategy to integrate AI across its various brands.

As Yum Brands prepares to report its second-quarter earnings, the expansion of AI technology in its operations signifies a major step in the fast-food industry’s digital transformation, setting a new standard for drive-thru service innovation. This initiative not only showcases Yum Brands’ commitment to leveraging advanced technology to improve efficiency and customer satisfaction but also underscores the potential for AI to revolutionize the restaurant industry. By integrating AI in drive-thru lanes, Yum Brands aims to create a more seamless and enjoyable experience for both customers and employees, paving the way for further technological advancements and setting a benchmark for competitors to follow.

read more at cnbc.com