Yum Brands is set to expand its voice artificial intelligence technology to hundreds of Taco Bell drive-thru locations across the U.S. by the end of this year, building on its implementation at over 100 locations in 13 states.

The primary goal of this technology is to enhance efficiency for both customers and employees, creating a seamless ordering experience.

Lawrence Kim, Yum's chief innovation officer, noted that the technology has been refined over two years to optimize operations and improve customer satisfaction.

Despite the potential benefits of AI in improving service times and reducing labor costs, many restaurant companies have approached its implementation cautiously, conducting tests to ensure a positive experience.

Dane Mathews, Taco Bell's Chief Digital & Technology Officer, emphasized that the AI will help ease team members' workloads while enhancing customer engagement.

The AI system will allow customers to place orders through computers, which is expected to improve order accuracy, reduce wait times, and lighten staff workloads.

The use of AI in drive-thrus has become a competitive trend among fast-food chains, with varying degrees of success; while some, like Wendy's, have thrived, others, such as McDonald's, have scaled back their initiatives.

Yum Brands aims to implement this voice AI technology globally in the future, joining competitors like Wendy's and White Castle in adopting similar innovations.

Yum Brands has reported generating $30 billion in sales from digital-first channels, which now account for about half of its total revenue.

In addition to the voice AI rollout, the company plans to implement its Automated Inventory Management system across KFC locations in the U.S. by the end of this year.

Yum Brands expressed confidence in their AI technology, citing extensive testing and fine-tuning to ensure it meets operational and customer satisfaction goals.