Taco Bell, part of Yum Brands, plans to roll out artificial intelligence (AI) for drive-thru ordering at hundreds of its locations across the U.S. by the end of this year. This move is part of a broader strategy to enhance customer service and operational efficiency.
Key Details of the AI Rollout
- Expansion Plan: The AI technology will be introduced in hundreds of Taco Bell locations across the U.S., with a potential global rollout in the future.
- Current Usage: Over 100 Taco Bell restaurants in the U.S. are already using the AI system. The technology is currently in use at 30 locations in California.
Industry Context
- Competitors’ Efforts: Taco Bell’s push into AI drive-thru ordering follows similar initiatives by competitors like Wendy’s and White Castle. However, Taco Bell’s implementation is among the most extensive.
- Previous Trials: McDonald’s recently ended its trial of AI ordering technology in partnership with IBM, choosing to explore other options.
Benefits of AI Drive-Thru Ordering
- Improved Accuracy: The technology has been shown to enhance order accuracy.
- Reduced Wait Times: AI helps decrease wait times in drive-thrus.
- Decreased Labor Load: By handling orders, AI reduces the workload for employees.
- Increased Sales: The system can boost sales through effective upselling.
Global Testing
- International Trials: In addition to U.S. locations, Yum Brands is testing voice AI at five KFC restaurants in Australia.
Future Outlook
Yum Brands’ Chief Innovation Officer, Lawrence Kim, expressed confidence in the AI system’s ability to optimize operations and improve customer satisfaction. The company’s next earnings report is expected to provide further insights into the financial impact of this technological advancement.