Taco Bell Navigates the Future of AI in Drive-Thrus: Balancing Automation and Human Interaction

Taco Bell’s top digital official discloses ongoing deliberations regarding the judicious application of artificial intelligence (AI).

The fast-food giant has reportedly implemented voice AI for ordering at over 500 drive-through locations, leading to viral mishaps such as a customer requesting 18,000 water cups in an attempt to circumvent the AI and connect with a human representative.

Dane Matthews, the Chief Digital and Technology Officer, shared his mixed experiences with technology, stating, “At times, it disappoints me, but at others, it leaves me genuinely impressed.”

In light of these occurrences, it appears Taco Bell is still evaluating the extent to which AI should be incorporated at drive-throughs, allowing room for individual franchisees to implement their strategies. For instance, Matthews suggested that human intervention might be more appropriate during peak hours at restaurants with extensive queues.

Matthews elaborated, “For our staff, we’ll offer guidance: at your establishment, during these periods, we recommend utilizing voice AI or advise closely monitoring voice AI and intervene as needed.”