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• Yum! Brands are introducing voice AI at Taco Bell drive-thrus, aiming for nationwide rollout by 2024.
• Voice AI promises reduced wait times and improved order accuracy for a better customer experience.
• Despite challenges faced by others, Yum! Brand is optimistic about leveraging AI to transform fast food service.

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 drive-thru is in the US. The company’s long-term goal is to integrate voice AI technology into the drive-thrus across all its brands.

Voice AI Makes Its Debut at Taco Bell Drive-thrus

Taco Bell’s launch of voice AI technology, now available at over 100 outlets across 13 states, is intended to improve back-of-house operations for employees while improving the order experience for customers. Its benefits include reduced employee task load, improved order accuracy, consistent, friendlier service, and shorter wait times, all while driving profitable growth for Taco Bell.

Yum! Brands and Taco Bell have worked closely to ensure voice AI helps employees and customers. This technology leverages the company’s robust drive-thru customer experience ecosystem powered by digital menu boards; the company is excited to launch the POS system and the next-generation rewards loyalty program later this year. Voice AI technology takes a comprehensive approach, leveraging feedback, data, and insights to improve consumer connections.

To enable and alleviate experiences, operations, and insights for customers and employees while promoting growth for franchisees, Taco Bell has been developing and purchasing technology and, in some cases, collaborating with top partners. This has been made possible by its global reach.

A Cautionary Tale: Learning From McDonald’s AI Journey

Remember that McDonald’s recently dipped its toes in similar waters. To put it mildly, the outcomes of their attempt to provide AI-driven services weren’t exactly McFlurry-sweet. Customers were more frustrated than a lousy day’s worth of ketchup due to issues with accuracy and the tech’s incapacity to manage the entire gamut of human interaction.

Voice AI deployment is about more than just making headlines; it’s about making everyone’s experience smoother and more enjoyable. It allows employees to shift their focus to more interesting duties, such as ensuring that your Gordita Crunch is nothing short of amazing.

Voice AI is here and ready to take your order, so keep that in mind the next time you crave a Cheesy Gordita Crunch. Just remember always to say “thank you” and “please”; you never know, AI might have emotions of its own.

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