Taco Bell Expands Voice AI at US Drive-Thrus

Taco Bell will continue to add voice AI solutions to its U.S. drive-thru network following a deal with a tech company. The deal expands on a partnership that began in 2023 and has since scaled to 890-plus U.S. restaurants across 38 states.

Under the terms of the partnership, the tech company’s voice AI platform will continue to be deployed across Taco Bell’s U.S. restaurants. The solution helps automate order-taking at the drive-thru speaker. It adapts to each location’s menu, real-time stock levels and LTOs, according to the release. It helps provide a more consistent and efficient ordering experience for guests.

The tech company states that data shows transaction time in the drive-thru with voice AI is on par with or faster than traditional order-taking methods. It adds that Taco Bell locations using voice AI have reported higher employee retention compared with those without, enabling employees to be more present for guests and create experiences that build loyalty.

Dane Mathews, global chief digital and technology officer, Taco Bell, says the tech company’s voice AI gives Taco Bell “the ability to ease team members’ workloads and provides them the flexibility to engage with customers in a more meaningful way.”

FER reported on Taco Bell’s initial use of AI at the drive-thru in 2024, when about 100 stores across 13 states were using the tech.