With over two years of fine tuning and testing the drive-thru Voice AI technology, we're confident in its effectiveness in optimizing operations and enhancing customer satisfaction," said Lawrence Kim, chief innovation officer for Yum! Brands.
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," Taco Bell Chief Digital & Technology Officer Dane Mathews said.
On the negative side, there are still plenty of imperfections yet to be resolved in the tech. Customers had encounters that were equal parts frustrating and hilarious with the AI ordering options during the testing phase.
There's also a concern that if the kinks in these AI systems do get worked out, the easing of team members' workloads could turn into losing some team members' job.
#ai-voice-recognition #operational-optimization #customer-satisfaction #job-automation #fast-food-industry
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