Yum! Brands set to expand voice AI technology to hundreds of Taco Bell US drive-thru locations in 2024

Yum! Brands reports the expansion of voice AI technology across Taco Bell drive-thru locations in the US, targeting hundreds of stores by the end of 2024.

The roll-out, which is currently in more than drive-thrus across 13 states, is designed to enhance back of house operations for team members and elevate the order experience for consumers.

Benefits include easing task load for team members, improving order accuracy, providing a consistent, friendly experience, and reducing wait times, while driving profitable growth for Taco Bell, Yum! Brands and their franchisees.

“Yum! Brands is integrating digital and technology into all aspects of our business with exciting new capabilities, and AI is a core piece of that strategy,” says Lawrence Kim, Chief Innovation Officer, Yum! Brands.

“We’re expanding and accelerating our AI capabilities like voice AI to deliver leading-edge technologies to our franchisees and to enhance the consumer and team member experience.”

“With over two years of fine tuning and testing the drive-thru voice AI technology, we’re confident in its effectiveness in optimising operations and enhancing customer satisfaction.”

This technology taps into Taco Bell’s drive-thru customer experience ecosystem, which is powered by digital menu boards, Yum! Brands’ propriety Poseidon PoS system and the next generation of the Taco Bell Rewards loyalty programme which the brand is set to integrate later this year.

“Innovation is ingrained in our DNA at Taco Bell, and we view Voice AI as a means to improve the team member and consumer experiences,” says Dane Mathews, Chief Digital & Technology Officer, Taco Bell.

“Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality. It also enables us to unlock new and meaningful ways to engage with our customers.”

In addition to the expansion of voice AI across Taco Bell US drive-thrus, five KFC restaurants in Australia are simultaneously testing voice AI technology in drive-thrus, which is also being positively received by consumers and restaurant team members.

2024 RTIH INNOVATION AWARDS

AI is a key focus area for the sixth edition of the RTIH Innovation Awards, which is now open for entries.

The awards, sponsored by CADS, 3D Cloud, and Retail Technology Show 2025, celebrate global tech innovation in a fast moving omnichannel world.

Key 2024 dates

Friday, 25th October: Award entry deadline 

Tuesday, 29th October: 2024 shortlist revealed

30th October-6th November: Judging days

Thursday, 21st November: Winners announced at the 2024 RTIH Innovation Awards ceremony, to be held at RIBA’s 66 Portland Place HQ in Central London.