Yum! Brands Plans Massive Expansion of Voice AI Across Taco Bell U.S. Drive-Thrus

Yum! Brands, Inc. has announced the scale-up of voice AI technology across Taco Bell drive-thru locations in the U.S. by the end of 2024. The Voice AI technology is currently operational in over 100 Taco Bell US Drive-Thrus across 13 states. This move is expected 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,” said 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 optimizing operations and enhancing customer satisfaction.”

Notably, the Voice AI technology uses a holistic approach that leverages feedback, data, and insights to enhance consumer relationships. It puts emphasis on intuitive, user-friendly technology, fostering a seamless ordering experience.

To benefit both team members and customers with the Voice AI technology, Yum! Brands and Taco Bell have collaborated closely, including incorporating input from Taco Bell franchisees.

“Innovation is ingrained in our DNA at Taco Bell, and we view voice AI as a means to improve team member and consumer experiences,” said 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.”

This technology takes advantage of Taco Bell’s strong drive-thru customer experience ecosystem, which is powered by digital menu boards, Yum! Brands’ proprietary Poseidon POS system, and the next generation of the Taco Bell Rewards loyalty program, which the brand looks forward to integrating later this year.