Yum! Brands is expanding Voice AI technology across Taco Bell drive-thru locations in the U.S., targeting hundreds of stores by the end of 2024. The company then aims to implement the technology in drive-thrus at its brands worldwide.
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.
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 create a better order experience for consumers. Benefits include easing task load for team members, improving order accuracy, providing a consistent, friendly experience, and reducing wait times, the company highlights.
“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.”
The company says it made massive strides in scaling its proprietary digital and AI-driven ecosystem in partnership with franchisees, equipping them with distinctive capabilities to differentiate its brands.
2023 marked a significant milestone for scaling Yum! Brands’ suite of proprietary technologies globally. In 2023, Yum!’s digital sales approached USD 30 billion with over 50% of its sales coming through digital channels as of the first quarter of 2024. The company’s digital business has more than doubled since 2019.
Yum! Brands are represented by a system of over 59,000 restaurants in more than 155 countries under the company’s concepts – KFC, Taco Bell, Pizza Hut and the Habit Burger Grill.
Photo: Yum! Brands
