Taco Bell is expanding its partnership with voice AI provider Omilia to automate ordering at drive-thru locations. The restaurant chain has deployed the technology in more than 890 restaurants across 38 states, reporting that transaction speeds remain on par with, or faster than, traditional human-led ordering methods.
How is Taco Bell expanding its drive-thru AI?
Taco Bell announced Tuesday that it is increasing the use of Omilia’s voice AI platform, which has been active in select U.S. restaurants since 2023. The expansion follows a period of heavy digital technology investment by the brand.
The Omilia platform automates the ordering process when customers approach a drive-thru speaker. According to the company, the system is designed to adapt to specific location needs, including real-time stocking levels, individual restaurant menus, and current limited-time offers.
Why is voice AI specialized for fast food environments?
Standard speech recognition platforms often struggle in drive-thru settings. Dimitris Vassos, CEO and co-founder of Omilia, stated that the drive-thru environment is uniquely demanding because it is noisy, fast-paced, and requires real-time responses.
Omilia’s platform uses specific features to address these environmental challenges, such as:
- Noise filtering: To combat road and engine noise.
- Accent adaptation: To manage various regional speech patterns.
- Complex order handling: To process complicated modifications and rapid-fire requests.
By addressing these variables, the company aims to provide a more consistent experience for customers compared to general-purpose AI tools.
How does AI technology affect restaurant staffing?
Taco Bell reported that the implementation of voice AI has had a measurable impact on its workforce. Data from the company indicates that locations using the voice AI platform reported higher employee retention rates than locations without it.
Dane Mathews, global chief digital and technology at Taco Bell, said the technology allows team members to move away from repetitive ordering tasks. “Omilia’s Voice AI gives us the ability to ease team members’ workloads and provides them the flexibility to engage with customers in more meaningful ways,” Mathews said.
“Omilia’s platform has proven itself at scale in select U.S. restaurants, and continuing this strategic partnership supports our long-term digital and tech strategy.”
— Dane Mathews, Global Chief Digital and Technology at Taco Bell
What is the broader context for Yum! Brands?
Taco Bell’s digital push coincides with a strategic shift within its parent company, Yum! Brands. The company recently sold Pizza Hut for $2.7 billion, a move intended to sharpen its corporate focus on Taco Bell and KFC.
This reallocation of resources suggests that Yum! Brands is prioritizing digital integration and scale within its core brands. The investment in Omilia’s AI serves as a practical application of this tech-forward strategy.
Frequently Asked Questions
Does using AI make drive-thru service slower?
No. Taco Bell’s data shows that transaction times using voice AI are on par with, and in some instances faster than, traditional ordering methods.
How many Taco Bell locations currently use Omilia?
As of the recent announcement, Taco Bell has deployed the platform at over 890 restaurants across 38 states.
What can the AI handle besides standard orders?
The platform can adapt to real-time inventory, specific store menus, and current limited-time promotional offers.
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