Taco Bell Claims AI Will Streamline Work — Not Cause a Workforce Reduction

Taco Bell has been getting a bit of pushback due to its recent implementation of AI at its drive-thrus, but company heads say that the technology will streamline work, not cause a workforce reduction.

KRCR, the local ABC affiliate in central California, reported that its anchors tried the AI implementation at their local Taco Bell and that both the customers and employees were pleased with the results.

“It’s helping me out. I used to have to double task to do both jobs taking cash and taking orders and now she does a really good job and she’s learning so it actually helps me out when I’m in the window,” said an employee.

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The report also revealed that the team ordered 15 items, and the AI order-taker got all of the items correct. Taco Bell assured both its customers and employees in a press release that its AI ordering technology would help employees save time by streamlining the process.

Taco Bell Announced the AI Over the Summer

Yum! Brands, the parent company of Taco Bell, revealed over the summer that it would introduce artificial intelligence speech technology in its drive-thrus in hundreds of U.S. locations by the end of the year.

Customers who drive up to place an order should anticipate speaking with a machine rather than a live person as a result of this change.

Lawrence Kim, the chief innovation officer, told CNN at the time that he is confident the company’s technology, which by the end of July was in use at 100 Taco Bell drive-thrus across 13 states, won’t have any issues. Instead, he claimed, the technology led to shorter wait times, happier employees, and more accurate orders.

“Voice AI does not replace any team members,” Kim said to the outlet. Instead, the technology is designed to “enhance the team member experience so they can focus on other tasks that are a priority for them.”

“I believe the applications for voice AI are boundless,” he continued. “The technology is emerging and evolving so very quickly that we … as an innovation team as well as a technology team are continuously evaluating what could be next.”