Taco Bell to Introduce Voice AI Ordering at Hundreds of Drive-Thrus Nationwide This Year

Next time you crave a Chalupa Supreme, your order might be placed without speaking to a person. Taco Bell is expanding its AI voice recognition program at drive-thrus. After successful trials in over 100 locations across 13 states, the fast-food chain plans to implement AI voice technology in hundreds more drive-thrus in the U.S. by year-end.

“With over two years of fine-tuning and testing our drive-thru Voice AI technology, we’re confident in its ability to optimize operations and enhance customer satisfaction,” said Lawrence Kim, Chief Innovation Officer for Yum! Brands, Taco Bell's parent company. Yum! Brands also owns KFC, which is currently testing Voice AI in five locations in Australia.

While some may find the idea amusing, this practical application of AI represents a progressive step for everyday consumers. Instead of flashy celebrity chatbots, Taco Bell's initiative illustrates how voice AI might integrate seamlessly into our daily lives.

The press release highlights improving the employee experience as a key motivator for adopting this technology. “Using AI allows us to reduce team members’ workloads, enabling them to focus on delivering exceptional customer service,” stated Taco Bell Chief Digital & Technology Officer, Dane Mathews.

However, potential challenges remain. McDonald's previously explored a similar AI-powered drive-thru initiative but halted the program earlier this summer after encountering frustrating and amusing customer interactions. Additionally, while the technology may streamline operations, there are concerns that improved efficiency could ultimately lead to job reductions for team members.