Summary
Taco Bell is reconsidering using artificial intelligence (AI) in its drive-throughs in the US because of widespread reports of errors, including one incident where an AI system malfunctioned after a customer ordered 18,000 water cups. The company has used AI in over 500 locations since 2023 to try and reduce mistakes, but errors have led to customer complaints. Taco Bell's Chief Digital and Technology Officer Dane Mathews acknowledged challenges with AI and suggested they will carefully evaluate its use in drive-throughs.
Key Facts
- Taco Bell is reassessing its use of AI in drive-through systems.
- A viral video showed a customer ordering 18,000 waters, leading to an AI malfunction.
- Over 500 Taco Bell locations in the US use AI for drive-through orders since 2023.
- The AI was intended to reduce mistakes and speed up service, but has caused errors.
- Taco Bell's tech chief said the company is learning from these AI challenges.
- Humans may be preferable for order-taking during busy times, according to the company.
- Similar AI issues have occurred at other fast-food chains, such as McDonald's.
- Taco Bell reports two million successful AI-processed orders despite some glitches.
