A Taco Bell and twilight drive-in in Gastonia, North Carolina.
Jeff Greenberg | Universal Image Group | Getty Images
Yum Brands hopes to use artificial intelligence to reduce drive-thru orders at hundreds of Taco Bell restaurants by the end of the year.
this Catering company announces On Wednesday, the company was expanding the rollout of the technology in the U.S. and plans to implement it in drive-thru lanes around the world.
Yum Brands joins restaurant rivals such as Wendy’s and White Castle are both betting on voice AI, but its plans are the most ambitious yet. While tech companies may promise that voice AI can speed up service times, reduce labor costs and boost sales through upselling, restaurant companies have so far taken a more cautious approach, testing the technology to ensure that both their employees and customers enjoy it. experience.
in June, McDonald’s said it will end its trial of Automated Order Taker, an artificial intelligence technology it is testing in partnership with IBM. The Chicago-based company now plans to turn to other suppliers.
Yum Brands moved quickly with its test. In May, executives said Taco Bell would expand its voice artificial intelligence pilot from five locations in California to 30 restaurants. Currently, more than 100 Taco Bell restaurants in the United States use voice AI. Taco Bell had nearly 7,700 stores in the United States as of the end of 2023, according to company filings.
Yum Brands said the technology improves order accuracy, reduces wait times, relieves employees of tasks and drives profit growth for the restaurant company and its operators.
“After more than two years of fine-tuning and testing the drive-thru voice AI technology, we are confident in its effectiveness in optimizing operations and increasing customer satisfaction,” Lawrence Kim, chief innovation officer of Yum Brands, said in a statement.
Yum Brands said that five KFC restaurants in Australia are also testing voice artificial intelligence technology in the drive-thru.
Yum Brands is expected to report second-quarter earnings on Tuesday.
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