Yum! Brands is set to expand the deployment of AI-powered voice technology across hundreds of Taco Bell drive-through locations across the US by the end of 2024.   

The roll-out of Voice AI builds on the success of 100 Taco Bell drive-through locations already utilising the technology in 13 US states. 

The company aims to enhance the drive-through experience with reduced wait times and improved order accuracy. 

The initiative is part of a broader strategy to drive profitable growth for Taco Bell, Yum! Brands and their franchisees.  

The technology is designed to assist team members by lightening their workload and ensuring a consistent, friendly customer experience. 

After incorporating feedback from Taco Bell franchisees, Yum! Brands and Taco Bell have worked in concert to ensure that Voice AI meets the needs of both team members and customers.  

The AI system is integrated into Taco Bell's drive-through ecosystem, which includes digital menu boards, the proprietary Poseidon POS system, and the upcoming next generation of the Taco Bell Rewards loyalty programme. 

Voice AI combines data, feedback and insights to strengthen consumer relationships. 

Yum! Brands then plans to introduce Voice AI technology in the drive-throughs of its other brands globally. 

Yum! is also conducting trials of Voice AI in five KFC drive-throughs in Australia, where it has also been well received.  

Taco Bell chief digital and technology officer Dane Mathews said: “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.” 

Yum! Brands chief innovation officer Lawrence Kim added: “We are expanding and accelerating our AI capabilities like Voice AI to deliver leading-edge technologies to our franchisees and to enhance consumer and team member experience.  

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