- Yum! Brands Bring Voice AI to Taco Bell Drive-Thru, Aiming for National Rollout by 2024
- Voice AI promises reduced wait times and improved order accuracy for a better customer experience.
- Despite the challenges others face, the Yum! brand is optimistic about leveraging AI to transform quick-service dining.
Yum! Brands, Inc. recently announced the launch of voice AI technology, aiming to reach hundreds of drive-thrus by the end of 2024. Taco Bell’s drive-thrus are located in the United States. The company’s long-term goal is to integrate voice AI technology into drive-thrus across all of its brands.
Voice AI Debuts at Taco Bell Drive-Thru
The launch of Taco Bell’s voice-enabled AI technology, now available at more than 100 locations in 13 states, aims to improve behind-the-scenes operations for employees while enhancing the ordering experience for customers. Its benefits include reduced employee workload, improved order accuracy, consistent and friendlier service and shorter wait times, all while driving profitable growth for Taco Bell, Yum! Brands and their franchisees.
Yum! Brands and Taco Bell have worked closely together to ensure voice AI supports employees and customers. This technology builds on the company’s robust drive-thru customer experience ecosystem, powered by digital menu boards. The company is excited to launch the next-generation point-of-sale system and loyalty program later this year. Voice AI technology takes a holistic approach, leveraging feedback, data and insights to improve consumer relationships. It focuses on simple, user-friendly technologies to deliver a robust ordering experience.
To facilitate and simplify customer and employee experiences, operations and insights while enabling franchisee growth, Taco Bell has developed and purchased technology and, in some cases, collaborated with leading partners. This has been made possible by its global reach. The company, working with its franchisees to provide them with unique capabilities to differentiate its brands, has made tremendous progress in developing its proprietary, AI-driven digital ecosystem.
See more: The best AI tools for innovative customer experiences
A Cautionary Tale: What We Learn from McDonald’s Experiment with AI
Recall that McDonald’s recently tried a similar experiment. To put it mildly, the results of its attempt to provide AI-powered services weren’t exactly McFlurry-worthy. Customers were left more frustrated than a bad ketchup day due to accuracy issues and the technology’s inability to handle the full range of human interactions. It was a steep learning curve, demonstrating that neither technology nor people are perfect.
The deployment of voice AI isn’t just about grabbing headlines; it’s about making everyone’s experience smoother and more enjoyable. It frees up employees to focus on more interesting tasks, like making sure your Gordita Crunch is nothing short of amazing. For hungry customers, it’s about getting their food ready quickly while having a unique interaction that can brighten our day.
Voice AI is here and ready to take your order, so keep that in mind the next time you’re craving a Cheesy Gordita Crunch. Just remember to always say “thank you” and “please”; you never know, the AI might have emotions of its own.
