If you’ve lately visited a drive-thru and noticed something odd, you’re not alone. Restaurants have begun experimenting with artificial intelligence (AI) in food service in an effort to streamline the ordering process for employees and provide a better experience for customers. While you may anticipate operations like phone call routing to be automated, some eateries are going a step (or two) beyond.
Last year, Domino’s partnered with Microsoft and revealed intentions to deploy AI technology to help managers with administrative work. They aren’t the only establishment capitalizing on the trend. Chipotle has been testing several AI kitchen aides that can prepare ingredients and even construct orders. And, while we may be a few years away from seeing that technology in the public, AI-powered ordering is already on everyone’s minds.
Using AI-powered assistants at the drive-thru to accept orders frees up personnel to focus on food preparation and serving dine-in customers. However, when using new technology, it is not uncommon to encounter some difficulties along the way. McDonald’s AI-powered drive-thru troubles drew so much attention that the company recently removed the technology from its locations.
While McDonald’s is temporarily withdrawing from drive-thru artificial intelligence, another fast food behemoth is forging ahead with ambitious ambitions for the future.
Taco Bell Expands AI-Powered Ordering To Hundreds More Locations.
Taco Bell is bringing its Voice AI technology to hundreds of drive-thru locations nationwide. This implies that when you initially visit the digital menu board to order, you may be greeted by an AI voice rather than a human employee. You may then place your order as usual using the Voice AI’s smart technology, including any changes and substitutes.
Implementing this technology will enhance the experiences of workers and consumers. According to a recent news release, Voice AI technology provides enhanced order accuracy, lower wait times, and a constant polite customer experience.
Yum Brands!, which owns Taco Bell, KFC, and Pizza Hut, is recognized for its “AI-first strategy” in food service. The company has been making progress for years. It is now convinced that its speech technology is ready to be implemented in additional stores as part of its customer experience ecosystem.
“With over two years of fine-tuning and testing the drive-thru Voice AI technology, we’re confident in its effectiveness in optimizing operations and enhancing customer satisfaction,” said Lawrence Kim, Yum! Brands’ Chief Innovation Officer, according to the news release.
The implementation is planned through the end of 2024, and the company plans to expand globally in the future. Voice AI is being tested at certain KFC restaurants in Australia, and the brand believes it has been warmly accepted. Only time will tell if the businesses are successful or if their AI technology encounters the same issues as McDonald’s.
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