Currently, Taco Bell has piloted AI-powered voice orders at more than 500 on-duty points of sale. However, this system has encountered notable problems, such as a customer ordering 18,000 glasses of water just to switch to talking to real employees.
Technology and Digital Director Dane Matthews admitted that he himself had a bad experience: Sometimes it disappointed me, but sometimes it really impressed me.
According to him, Taco Bell is still considering the widespread application of this technology. Fran owners can be flexible in operation. For high-end restaurants, instead of relying solely on AI, letting staff directly handle orders may be a more reasonable choice.
We will train the team to know when to let AI process voice and when to monitor or replace it with humans, Matthews said.
