"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,"
"I think like everybody, sometimes it lets me down, but sometimes it really surprises me,"
"We're learning a lot, I'm going to be honest with you,"
Taco Bell expanded voice AI-powered drive-through ordering to more than 500 locations since 2023. Customer reactions have been mixed, including complaints about errors, delays, unsettling interactions, and prank orders. The company acknowledged variable performance and is reassessing where voice AI should operate alone versus alongside human staff. High-volume restaurants with long lines may require human employees for speed and reliability. The company is analyzing millions of AI-processed orders to determine optimal deployment and plans to coach teams on when to use, monitor, or intervene with voice AI. Other chains have also adjusted or changed voice AI partnerships.
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