Yum Brands Expands Voice AI Tech to Taco Bell Drive-thru Locations

Yum! Brands has announced the expansion of Voice AI technology across Taco Bell drive-thru locations in the U.S., targeting hundreds of stores by the end of 2024. 

The Company aspires to implement Voice AI technology in drive-thrus at its brands globally in the future.

“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,” said Lawrence Kim, Chief Innovation Officer, Yum! Brands by adding that they are expanding and accelerating their AI capabilities like Voice AI to deliver leading-edge technologies to their 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 optimizing operations and enhancing customer satisfaction,” he added.

The rollout of Voice AI technology in Taco Bell, currently in more than 100 Taco Bell U.S. 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 and Taco Bell have collaborated closely, including incorporating input from Taco Bell franchisees, so that Voice AI benefits both team members and consumers. 

This technology takes advantage of Taco Bell’s strong 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 program which the brand is excited to integrate later this year. 

The Voice AI technology uses a holistic approach that leverages feedback, data, and insights to enhance consumer relationships with an emphasis on intuitive, user-friendly technology to create a seamless ordering experience.

“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,” said Dane Mathews, Chief Digital & Technology Officer, Taco Bell. 

In addition to the expansion of Voice AI across Taco Bell U.S. 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.