Taco Bell deployed an AI voice assistant in over 500 drive-thru locations but is re-evaluating where to place the technology due to customer frustrations and trolling. Customers have posted videos exploiting the system, including attempts to order extremely large numbers of items, which revealed operational weaknesses. Other fast-food chains, including McDonald's, Wendy's, and White Castle, are also experimenting with AI in drive-thrus. The company recognizes that relying solely on AI at very busy restaurants can be problematic. The company still plans to continue using AI voice technology while adjusting deployment strategies.
"We're learning a lot, I'm going to be honest with you," Mathews told the WSJ.
"I think like everybody, sometimes it lets me down, but sometimes it really surprises me."
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