Recently, the renowned American fast-food chain Taco Bell announced an expansion of its artificial intelligence (AI) ordering system testing. According to a press release from Yum! Brands, Taco Bell's parent company, the firm plans to roll out AI voice technology to "several hundred" Taco Bell outlets by the end of 2023, marking a significant step forward in the fast-food industry's shift towards intelligent services.
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Currently, Yum! Brands has been testing its "voice AI" technology at over 100 Taco Bell drive-thru locations in the United States. Bloomberg reports that this pilot program has been ongoing for about two years. Given Taco Bell's presence in over 7,400 locations across the U.S., the scale of this expanded testing remains relatively small, yet it undeniably demonstrates the company's confidence in AI technology.
Yum! Brands stated that the introduction of AI aims to alleviate employee workload, enhance order accuracy, and reduce customer wait times. The company emphasizes that these improvements are ultimately aimed at "driving profitability growth for Taco Bell, Yum! Brands, and its franchisees." Notably, Yum! Brands also plans to launch a similar voice AI system in five KFC restaurants in Australia, indicating a global exploration of AI applications.
However, the fast-food industry's foray into AI currently presents a mixed picture. For instance, burger chain Wendy's has expressed great enthusiasm for its AI test results, while McDonald's recently withdrew its related plans. This contrast highlights the challenges and uncertainties that AI technology may face in practical applications.
For consumers, this means they may encounter AI assistants when ordering at Taco Bell. The system might recommend dishes based on customers' preferences, such as suggesting the company's iconic product, the Chalupa. Such intelligent services are expected to enhance the dining experience, but they also raise discussions about the impact of technology on employment.