Archive — US — techcrunch
Taco Bell is having second thoughts about relying on AI at the drive-through
Taco Bell is reassessing its use of AI for drive-through orders, following mixed results from its deployment of voice AI technology at over 500 locations. The company is considering a balanced approach that may involve using human servers during peak times to improve customer service.
Key points
- Taco Bell's chief digital officer mentioned ongoing discussions about the use of AI.
- Voice AI has been rolled out at more than 500 drive-throughs.
- There have been negative incidents, such as customers exploiting the AI to connect with human servers.
- The company recognizes varying needs based on customer flow at individual locations.
- There's an emphasis on training staff to monitor AI performance and intervene when necessary.
Why it matters
- The trend of integrating AI in fast-food service is growing, reflecting broader 2025 IT trends around customer service automation.
- Issues with AI reliability are echoed in the broader tech landscape, where businesses are reevaluating AI dependencies.
- The importance of human oversight in automated systems is increasingly recognized in operational strategies across various sectors.
Taco Bell's cautious approach to AI highlights a growing need for balance between technology and human interaction in fast-food service, acknowledging varied customer experiences and operational demands.