Taco Bell Uses AI-Assisted Drive-Thru in Run for the Border of QSR Tech

Ever been stuck in a seemingly endless late night drive-thru line waiting for a Cheesy Gordita Crunch and a signature Baja Blast to close out your evening? Good news! Taco Bell is now employing strategic automation to get you your creatively named tacos faster.

Using AI, the iconic fast food brand has progressed its quest to maintain its status as the fastest quick service drive-thru. A new AI attendant and connected menu boards are optimizing staffing and enhancing the drive-thru customer experience.

Quick service restaurants (QSRs) like Taco Bell are increasingly leaning into automation to boost efficiency and combat staffing shortages, a growing concern for 70% of restaurant owners. From mobile ordering to robotic kitchens, automation technology is spicing up the food service industry. Just like a dash of fire sauce. 

Automated Voice Ordering

Taco Bell’s AI drive-thru is designed to make the process easier for customers and employees, fulfilling two distinct purposes.

 First, the AI attendant streamlines back-of-house operations for employees. With AI as the first point of interaction with drive-thru customers, Taco Bell does not need to assign cashiers to take orders. According to one staff member, “Employees are no longer outright being paid to take your orders, that’s why most stores are now cross training most of their service people in places that have multiple kiosks and an AI,” (Reddit). Instead of staffing dedicated cashiers, Taco Bell assigns its human staff more flexibly. While technology handles orders coming in, employees make and deliver orders to customers.

Second, the AI drive-thru improves the order experience for customers. According to one QSR reporter, the AI attendant’s voice is louder and easier to hear than an employee's. The higher volume decreases the possibility of miscommunication, improving customer service. The AI attendant is supported by a staff member who can step in to clarify any issues the system may have in understanding a customer, such as incorrectly naming menu items or navigating substitutions. 

As of November 2024, the system has processed more than 2 million successful orders in roughly 300 restaurants.

That doesn’t mean every customer (or staff member) is a happy one. 

In response to negative Reddit comments about the inability to opt out of the AI drive-thru experience, the same Taco Bell employee clarified that management discourages staff from interfering with AI orders: “We actively get into trouble for taking over orders when the AI messes up, let alone outright turning it off.”

 While some customers may prefer a more traditional, human interaction at the drive-thru, Taco Bell has fully embraced its digital transformation. Insisting employees work in conjunction with AI and connected devices like kiosks shows a commitment by Taco Bell to adopt technology that optimizes staffing and supports its workforce. With generally positive experience improvements reported so far, customers who prefer to order from a person will need to adapt or take their business inside to talk with staff.

Digging Deeper Into Customer Data: Digital Menu Boards

Taco Bell’s AI drive-thru attendant can also manipulate connected digital menu boards. This capability makes it possible to personalize the experience and increase upsell opportunities. Now the drive-thru menu can be updated automatically, in real time, to highlight items that appeal to the current customer. 

And when paired with loyalty data or license plate recognition, signage can use AI to feature menu items based on previous order history, known dietary preferences, or allergies. Without individual customer data, the system customizes menu boards to highlight items that are most popular at a given time or based on the weather outside using historical data collected by Taco Bell’s ordering system.

Of course, the AI attendant system integrates directly with both the menu boards and Taco Bell’s point-of-sale (POS) system. But the integrations between systems must be monitored and maintained to avoid malfunctions and optimize performance. 

That’s where remote monitoring and management (RMM) tools come in.

The Increasing Need for Remote Monitoring and Management in QSRs

Restaurant technology is constantly evolving to automate new tasks from kitchen prep to customer service. As restaurant owners add more new technology, RMM will be an essential part of keeping QSRs like Taco Bell running smoothly. RMM gives restaurants a bird’s-eye view into connected systems, proactively prevents downtime that can interrupt the customer experience and fluster staff members, and ensures devices are ready and available to provide a seamless user experience. Investing in comprehensive RMM tools gives restaurants control and insight into automated solutions so efficiency improvements live up to their full potential.

The Technology Transforming Quick Service

The evolution of Taco Bell’s operations through automation and AI isn’t just about using technology for technology’s sake. It’s about creating a faster, more efficient, and customer friendly experience. From optimizing staffing to personalizing the drive-thru experience, Taco Bell is refining technology’s role in the QSR of the future. RMM tools like Canopy play a crucial support role in the transition.