USA- Yum! Brands has announced that its Taco Bell brand is testing the company’s automated voice ordering system at its drive-thru in more than 100 outlets across 13 states in the US as part of its optimization strategy.
The automated voice ordering system is supported by Yum!’s Poseidon POS system, a special cash register control system meant to manage orders, food issuance, record payments and other aspects of food service operations at the point of contact with customers.
It is also supported by digital menu boards to make ordering easier.
The technology utilizes AI to enhance back-of-house operations for Taco Bell employees and improve the overall customer experience.
According to the QSR chain, the technology will help to ease task load for its employees, enhance order accuracy which will result in more efficient drive-thru process and slashed waiting times for customers.
Taco Bell also revealed the technology utilizes different forms of real-time data: customer feedback & profile, order type & frequency and other insights to help continuously make improvements in the ordering system.
Dane Mathews, Taco Bell’s Chief Digital and Technology Officer, said, “Innovation is ingrained in our DNA at Taco Bell, and we view Voice AI as a means to improve the team member and consumer experiences.”
“Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality. It also enables us to unlock new and meaningful ways to engage with our customers.”
The move is a continuation of Yum! Brands’ strategy is to integrate technology to make operations more efficient and enhance customer experience at a time when the QSR sector faces inflation-induced cost and demand challenges.
Lawrence Kim, Yum! Brands’ Chief Innovation Officer, said, “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.”
Yum! Brands also revealed it is currently testing drive-thru voice AI in 5 KFC outlets in Australia, which it reports has aided in slashing customer waiting time and helped ease task load on its employees.
According to Kim, the company’s ultimate goal is to implement the technology in all its brands worldwide.
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