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Taco Bell is having second thoughts about relying on AI at the drive-through
Taco Bell has apparently rolled out voice AI-powered ordering at more than 500 drive-throughs, leading to unflattering viral moments like someone ordering 18,000 water cups in order to “bypass” the AI and get connected to a human server.
Taco Bell’s chief digital officer says the company is having an “active conversation” about when to use and not to use AI. Overall, it sounds like Taco Bell is still deciding how broadly to deploy AI at the drive-through, with leeway for different franchisees to do things their own way. For example, rather than relying on AI exclusively, Matthews said it might make sense to have a human handle drive-through orders at busy restaurants with long lines.
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