Irvine: Yum Brands is set to implement artificial intelligence for taking drive-thru orders at hundreds of Taco Bell locations by the end of the year. The company announced on Wednesday that it is broadening its use of AI technology in the U.S., with plans to eventually introduce it globally in drive-thru lanes.
Joining competitors like Wendy’s and White Castle, Yum Brands is investing heavily in voice AI. While technology firms claim that voice AI can expedite service, lower labor costs, and increase sales through upselling, restaurant chains have been cautious, conducting tests to ensure a positive experience for both employees and customers.
In June, McDonald’s decided to discontinue its trial of the Automated Order Taker AI, developed with IBM, and will seek other vendors instead. Meanwhile, Yum Brands has been more aggressive with its testing. In May, Taco Bell announced it would expand its voice AI pilot from five to 30 locations in California. Currently, over 100 Taco Bell restaurants in the U.S. are using the technology. As of the end of 2023, Taco Bell had nearly 7,700 U.S. locations.
Yum Brands reports that the voice AI has enhanced order accuracy, reduced wait times, lightened the workload for employees, and driven profitable growth for the company and its operators. "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, Yum Brands’ Chief Innovation Officer, in a statement.
Additionally, five KFC restaurants in Australia are currently testing voice AI in their drive-thrus. Yum Brands is scheduled to release its second-quarter earnings on Tuesday.
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