Yum! Brands, which owns a range of American fast-food chains, is implementing voice AI technology at Taco Bell drive-throughs across the US.

The technology is already used in over 100 Taco Bell locations across 13 states, with the company rolling it out to “hundreds” more outlets by the end of the year.

Yum! Brands, which also owns KFC and Pizza Hut, says that the technology has boosted back-of-house operations and the customer experience, with voice AI able to ease employee workload, improve order accuracy, and reduce waiting times.

The technology was developed with input from Taco Bell franchisees. Yum! Brands said the system complements other technology in stores, such as digital menu boards, and uses feedback, data and insights to enhance the ordering experience.

The company said it plans to introduce the technology to its other brands globally in the future.

Five KFC drive-through restaurants in Australia are currently trialing the AI technology and Yum! Brands said it has been positively received by customers and employees.

“Innovation is ingrained in our DNA at Taco Bell, and we view Voice AI as a means to improve the team member and consumer experiences,” said Dane Mathews, chief digital and technology officer at Taco Bell. “Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality.

“It also enables us to unlock new and meaningful ways to engage with our customers.”

Yum! Brands has been scaling its technology globally with over 50 per cent of sales coming through digital channels in the first quarter of 2024.
The company’s digital business has more than doubled since 2019.

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