Taco Bell is expanding its program for using AI voice recognition in drive-thrus, with plans to add voice-powered AI capabilities to hundreds more locations in the US by the end of the year. Lawrence Kim, chief innovation officer for Yum! Brands, expressed confidence in the technology’s effectiveness in optimizing operations and enhancing customer satisfaction. This practical application of AI in fast food drive-thrus highlights the potential impact on both employee experience and customer engagement. However, there are still imperfections to be resolved, as seen when McDonald’s called off its AI-powered drive-thru program earlier this summer due to frustrating and hilarious encounters with the AI ordering options. Concerns also arise about the potential job displacement of team members if these AI systems become more widespread and efficient.
