Drive-thrus have developed into a convenient part of the restaurant industry all over the country since the late 1940s.
Customers have appreciated the ability to place food orders at their preferred restaurant from the convenience of their automobiles for decades.
New Trend
Traditionally, restaurant workers have handled drive-thru orders while maintaining face-to-face communication with customers. However, this may soon change.
The most recent fast-food chain, Taco Bell, which is owned by Yum Brands (YUM), has joined a startling new trend in the restaurant industry that gradually eliminates human interaction.
Implementing AI
By the end of 2024, the company plans to implement voice artificial intelligence technology in hundreds of its restaurants across the United States.
This means that when they order food through the drive-thru at these locations, they will talk to a computer rather than a real person.
Press Release
Taco Bell’s chief digital and technology officer, Dane Mathews, issued a press release regarding the change.
He stated: “Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality.”
100 Locations
Mathews continued by saying: “It also enables us to unlock new and meaningful ways to engage with our customers.”
The voice AI technology, according to Taco Bell, has already been implemented in over 100 restaurants across 13 states in the United States.
“Intuitive”
Over 7,000 locations are currently under the management of the business.
Taco Bell claims in the press release that the technology makes the ordering process “intuitive” for customers.
Skeptical Customers
Taco Bell says that the innovation employs a “holistic approach that leverages feedback, data, and insights.”
Customers are skeptics about the technology however in response to the move.
McDonald’s AI Attempt
Taco Bell’s move comes after it was revealed last month that McDonald’s has decided to stop using AI at its drive-thrus.
McDonald’s made the decision after customers had mixed opinions about the technology at its locations.
Viral TikTok
Some even took to TikTok to show how the technology made their orders wrong.
For instance, a woman revealed in a video that has gone viral on TikTok the error that came from interacting with the AI drive-thru.
Nine Sweet Teas
She showed that when she tried to remove a Diet Coke from her order at a McDonald’s drive-thru that made use of the technology, it ended up replacing the item with nine sweet teas.
However this addition was not what she requested and was an error on the systems part.
“The Right Way”
Lawrence Kim, Chief Innovation Officer of Yum Brands, stated in a recent interview with CNN that the technology will not encounter similar issues with speech recognition.
Kim stated in the interview, “We are confident that we’ve approached this the right way.”
Accuracy and Reductions
He also stated that the technology could accurately take orders and reduce drive-thru wait times after two years of testing and development.
White Castle and KFC, two other restaurant chains, have recently expanded AI at their drive-thrus.
However many customers are finding it difficult to embrace the technology as restaurants continue to use it more and more.
