Taco Bell is conducting an active conversation about when to deploy AI and when not to. The chain has implemented voice AI-powered drive-through ordering at more than 500 locations. The rollout produced viral incidents, including an order of 18,000 water cups intended to bypass the AI and reach a human. The approach allows franchisees to configure systems locally and to use human staff at busy restaurants. Teams will receive coaching on recommended times and conditions for using voice AI, and staff are advised to monitor and intervene when the AI falters.
Sometimes it lets me down, but sometimes it really surprises me.
For our teams, we'll help coach them: at your restaurant, at these times, we recommend you use voice AI or recommend that you actually really monitor voice AI and jump in as necessary,
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