Taco Bell’s chief digital officer says the company uses AI and has “active conversations” about when it’s not used.
The company appears to be clearly rolling out AI-powered ordering voices at over 500 drive-thru, falling into a viral moment like someone ordering 18,000 water cups to “bypass” the AI and connect it to a human server.
Chief Digital and Technology Officer Dane Matthews tells the Wall Street Journal that he has complex experiences with technology.
Overall, it seems Taco Bell is still deciding how widely it will deploy AI in the drive-thru. Instead of relying solely on AI, for example, Matthews said it might make sense to have a human handle drive-through order in a busy restaurant with long lines.
“For our team, we will help coach them. At these points, we recommend that you use voice AI or actually monitor voice AI and jump if necessary,” he said.
