Taco Bell is adding new drive-thru service to rival Wendy’s and White Castle – promises to ‘reduce wait times’

TACO Bell announced that it will implement an innovative technological service in its drive-thrus, promising greater efficiency.

This move to add AI follows similar initiatives from rivals like Wendy’s and White Castle.

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In partnership with Yum! Brands, Taco Bell will expand Voice AI technology at its U.S. drive-thru locations, according to a Press release from Wednesday.

The technology is currently in more than 100 Taco Bell drive-thrus across 13 states and the fast food chain plans to integrate it into hundreds of locations by the end of the year.

The innovative product aims to enhance the experience of both Taco Bell employees and fast food customers.

Some benefits of Voice AI technology include reducing worker workload, improving order accuracy, reducing wait times and “providing a consistent, user-friendly experience,” according to the press release.

Lawrence Kim, chief innovation officer at Yum! Brands, spoke about innovative technology.

“Hmm! Brands are integrating digital and technology into every aspect of our business with exciting new capabilities, and AI is a centerpiece of that strategy,” said Kim.

“We are expanding and accelerating our AI capabilities, such as Voice AI, to deliver cutting-edge technologies to our franchisees and improve the customer and team member experience.

“With more than two years of tuning and testing Voice AI drive-thru technology, we are confident in its effectiveness in optimizing operations and increasing customer satisfaction.”

Hmm! Brands and Taco Bell worked closely to ensure the new technology benefits both employees and consumers.

AI technology uses feedback and data to improve the experience for both, with an emphasis on “intuitive, easy-to-use technology” to promote an orderly ordering experience.

“Innovation is ingrained in our DNA at Taco Bell, and we see voice AI as a way to improve experiences for team members and consumers,” said Dane Mathews, chief digital and technology officer at Taco Bell.

“Leveraging AI gives us the ability to lighten the workload of team members, freeing them to focus on front-of-house hospitality. It also allows us to unlock new and meaningful ways to interact with our customers.”

TECHNOLOGY ACQUISITION

Taco Bell isn’t the only fast food chain that has implemented AI into its drive-thrus.

The Mexican chain followed the example of other restaurants like Wendy’s and White Castle.

Wendy’s franchisees in Columbus, Ohio, collaborated with Google to bring the technology to their drive-thru lanes last summer.

In June 2023, the chain began testing a system called Wendy’s FreshAI, which uses Google Cloud’s generative AI.

White Castle also uses AI in its drive-thrus at 15 locations in Missouri, Ohio and Indiana through the company SoundHound.

The network began using SoundHound’s technology in Merrillville, Indiana – about 30 miles from Chicago – in 2022.

White Castle previously shared plans to implement the technology in more than 100 drive-thru lanes by the end of this year.

In other fast food news, Sonic has launched an $8 menu item to compete with Burger King’s “upgraded” Whopper.

Additionally, an angry Popeyes customer was furious after the chain overcharged her $12, claiming employees “don’t care.”