Yum Brands is accelerating the use of artificial intelligence (AI) in drive-thru operations at Taco Bell and plans to deploy the technology at hundreds of locations across the U.S. by the end of the year. The company announced the expansion Wednesday, underscoring its broader strategy to integrate AI into drive-thru lanes worldwide.
Yum Brands joins competitors like Wendy's and White Castle in rolling out voice AI in its most extensive rollout. While tech companies often tout AI's potential to speed up service, reduce labor costs and increase sales through upselling, restaurant chains are more cautious about these claims. They have tested the technology to ensure it meets employee expectations of staff and customers.
In contrast to Yum Brands' ambitious push, other fast food giants have taken a more cautious approach. In June, McDonald's announced that it would discontinue its trial of the Automated Order Taker, an AI system developed in partnership with IBM, and look to other providers for similar technology.
On the other hand, Yum Brands has quickly moved forward with its pilot program. In May, Taco Bell expanded its voice AI trial from five to 30 locations in California. By the end of 2023, over 100 Taco Bell restaurants in the U.S. out of a total of nearly 7,700 locations nationwide will be using voice AI.
According to Yum Brands, AI technology has improved order accuracy, shortened wait times, reduced employee workload and contributed to profitable growth. Lawrence Kim, Chief Innovation Officer of Yum Brands, expressed his confidence in the technology: "After more than two years of fine-tuning and testing Drive-Thru Voice AI technology, we are confident in its effectiveness in optimizing operations and increasing customer satisfaction."
The company is also testing Voice AI at five KFC locations in Australia, indicating a broader international strategy.