Taco Bell Enhances AI at Drive-Thrus

Yum! Brands, the parent company of Taco Bell, announced on Wednesday its plan to expand its artificial intelligence voice technology, known as Voice AI, to hundreds of Taco Bell drive-thrus across the United States by the end of the year. Lawrence Kim, Yum's chief innovation officer, emphasized the company's commitment to integrating digital technology into its operations, stating that AI is a crucial component of their strategy to enhance both consumer and team member experiences. The Voice AI technology has been in testing for over two years and is currently operational at approximately 100 Taco Bell locations in 13 states. Yum! Brands, which also owns Pizza Hut and KFC, has been gathering positive feedback from its trials of Voice AI at five KFC locations in Australia, indicating a successful implementation of the technology in international markets. In a related development, McDonald’s USA is also exploring voice ordering solutions. Chief Restaurant Officer Mason Smoot communicated to franchisees that while there have been successes with voice technology, there remains an opportunity for broader exploration. The company plans to make an informed decision regarding future voice ordering solutions by the end of the year. As fast food chains increasingly adopt AI technologies, the competition to enhance customer service through innovative solutions is intensifying, with both Yum! Brands and McDonald’s leading the charge in this digital transformation.