Taco Bell to launch AI-powered drive-thru ordering at hundreds of locations

Yum Brands expects to use artificial intelligence to eliminate drive-thru ordering at hundreds of Taco Bell restaurants by the end of this year.

The restaurant company announced Wednesday that it is expanding the rollout of the technology in the U.S. as it plans to roll it out to drive-thru lanes globally.

Yum Brands joins restaurant rivals like From Wendy and White Castle are betting on voice AI, but their 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 taken a more measured approach so far, testing the technology to make sure both their employees and customers enjoy the experience.

In June, McDonald's said it would end its trial of Automated Order Taker, an artificial intelligence technology tested in partnership with IBM. The Chicago-based company now plans to turn to other vendors.

Yum Brands has been moving quickly with its test. In May, executives said Taco Bell would expand its voice AI pilot from five locations to 30 restaurants in California. More than 100 Taco Bell restaurants in the U.S. are currently using voice AI. Taco Bell had nearly 7,700 U.S. locations by the end of 2023, according to company documents.

Yum Brands said the technology has improved order accuracy, reduced wait times, eased employee workloads and driven profitable growth for the restaurant company and its operators.

“After more than two years of perfecting and testing voice-enabled AI technology for self-service, we are confident in its effectiveness in streamlining operations and improving customer satisfaction,” Yum Brands Chief Innovation Officer Lawrence Kim said in a statement.

Five KFC restaurants in Australia are also testing voice-based AI technology in drive-thru operations, Yum Brands said.

Yum Brands is expected to report its second-quarter earnings on Tuesday.