AI May Handle Your Next Drive-Through Order: Key Insights
The Rise of AI in Fast Food Ordering
Fast food fans might soon be interacting with an artificial intelligence (AI) voice the next time they pull up to a drive-through for tacos or pizza. Yum Brands Inc., recognized for its well-known chains such as Taco Bell, Pizza Hut, and KFC, has joined forces with Nvidia, a leading technology company, to enhance the use of AI in the fast food sector.
Yum Brands and Nvidia Collaboration
This strategic partnership was revealed during Nvidia’s GTC conference, an annual event popular among tech enthusiasts. Yum Brands aims to use Nvidia’s advanced technology to enhance AI agents that will manage orders at both drive-throughs and call centers. This collaboration highlights the increasing reliance on AI to streamline processes and boost efficiency in restaurant operations.
Yum Brands is already taking steps toward this integration by utilizing AI to analyze data and enhance restaurant performance. As digital sales have surged, making up over half of Yum’s total sales compared to just 19% in 2019, there is a clear push for tech-driven solutions in the highly competitive fast food market.
Implementing AI in Fast Food Operations
The initiative involves deploying AI technology in approximately 500 locations across all Yum Brands chains by the second quarter of the year. While the specific restaurant locations for these pilots remain undisclosed, the company is committed to improving operational efficiency.
Nvidia offers products that make it easier for businesses to create AI systems capable of communicating with customers and performing tasks. With such tools, Yum Brands can gather valuable insights to assist restaurant managers in determining what drives success at specific locations.
Enhancing the Ordering Experience with AI
AI technology could significantly speed up the ordering process in fast food restaurants. During busier periods, such as game days, AI could reduce wait times, ensuring that customers receive their orders more quickly. According to a 2024 study, the average time spent in a drive-through is approximately 5 minutes and 29 seconds. The study found that locations using AI managed to reduce this wait time by an average of 29 seconds.
AI has the potential to elevate customer service as well. It can ensure a positive interaction, using the right voice tone, word choices, and even upselling effectively. Despite these advantages, the use of AI in fast food ordering is still in the experimental phase.
Previous AI Experiments at Taco Bell
This is not Taco Bell’s first foray into AI. Recently, they experimented with voice AI technology in over 100 drive-throughs across multiple states. The purpose was to streamline team members’ tasks, enhance order accuracy, and provide a consistent and friendly experience to customers.
The benefits touted by Taco Bell include reduced wait times and potential for increased profitability for the brand and its franchise owners.
AI Experiments in the Fast Food Industry
Other fast food brands such as Wendy’s, McDonald’s, and Panda Express have also begun testing AI-based voice ordering. However, the transition to AI is not always smooth. Reports have surfaced of customers facing difficulties with order accuracy, especially when interacting with AI systems. Such feedback is vital as it helps businesses improve their AI technology.
For instance, McDonald’s, after initially partnering with IBM for AI ordering, decided to terminate this collaboration, planning to withdraw AI from more than 100 locations. The company expressed a continued interest in AI for their drive-throughs but is on the lookout for a new partner to enhance the experience.
The fast food industry is on the brink of a technological transformation, influenced heavily by the introduction of AI. With numerous companies exploring these advancements, the landscape of quick-service dining is evolving rapidly, aiming to fulfill increasing consumer demands for speed, efficiency, and enhanced service.
