AI In Action: Yum Brands Bites on AI Tech

Another taco chain is sampling AI at the drive-thru. Earlier this summer, Taco John’s expanded its use of AI voice technology to more units, and now Taco Bell is, too.

Currently, about 100 Taco Bells across 13 states have implemented the technology and the chain says it will add the tech to hundreds of U.S. units this year. Looking ahead, the company aspires to implement AI technology in drive-thrus at its brands globally.

The tech, it says, is designed to enhance back-of-house operations for team members as well as 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,” the company states.

In addition, five KFC restaurants in Australia are testing the same technology.

“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,” says Lawrence Kim, chief innovation officer at 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.”

Yum Brands operates 59,000 restaurants in 155 countries and territories. In addition to Taco Bell and KFC, its portfolio includes Pizza Hut and the Habit Burger Grill.

Editor’s note: This story serves as part of a series listing ways operators are using artificial intelligence. In July, the column covered Taco John’s use of AI and, before that, Boogie Lab’s use of artificial intelligence technology in its sourdough fermentation process.