Taco Bell’s head of digital strategy recently discussed the company’s ongoing dialogue on the appropriate use of AI technology in their operations.
Taco Bell has introduced voice AI-powered ordering at over 500 drive-through locations, resulting in some viral incidents like a customer ordering 18,000 water cups to bypass the AI system and speak to a human server.
According to Chief Digital and Technology Officer Dane Matthews in an interview with The Wall Street Journal, the company is still evaluating the extent to which AI should be implemented at drive-throughs. Matthews shared his mixed experiences with technology, acknowledging its shortcomings while also recognizing its capabilities to exceed expectations.
The decision on AI deployment varies among Taco Bell franchisees, with suggestions to have a human take over drive-through orders during peak hours at busy locations instead of relying solely on AI. Matthews emphasized the importance of coaching teams on when to utilize voice AI and when human intervention may be necessary based on the restaurant’s specific circumstances.
