Taco Bell Embraces AI Drive-Thrus, Aiming for Increased Restaurant Efficiency and Customer Satisfaction

A rep for the burger chain told Food on Demand that it plans to enter the US next year. Krasota, situated in Dubai’s upscale restaurant neighborhood, exemplifies how innovative technologies, such as artificial intelligence (AI), are pushing the boundaries of what can be achieved in the kitchen. The popular eatery’s multisensory dining experiences draw customers from different parts of the world.

Interviews, conversations, and building rapport are essential for assessing intangible qualities like passion, motivation, and alignment with the restaurant’s values. Barnett reports the voice assistant is popular with Melting Pot team members and guests alike, and that the ability to fully book, change or cancel a reservation through an integration with OpenTable has been seamless. Barnett anticipates wider spread adoption of the platform in the coming weeks and months among Melting Pot’s 90+ locations. Google will be pulling from every possible place to categorize searches and show users the best possible results for their queries. Setting yourself up on just one digital platform could negatively impact your presence in search engine results. Ensuring your information is updated and your brand is communicated on every relevant channel is the key to a winning digital strategy.

Adapting AI for Better Experiences

More recently, PYMNTS spoke with James Roedding, head of product and data science at Rewards Network, about efforts by restaurants to use AI to update their online content, synthesize reviews, and improve analytics functions. Sambvani pegged that “high volume” number at 800 to 1,000 per month at in-demand restaurants, from last-minute reservations, tourists, older customers and people carrying out errands while driving. The report also raised the question of whether there is a market for this sort of service at a time when a quick Google search can handle these issues. Some of the founders of AI voice host companies say there are a variety of reasons diners use their service. Technologies designed to be transformational for Dine Brands and its restaurant brands. The kiosks will flash personalized menu recommendations based on a consumer’s past orders — such as a new spicy chicken sandwich for someone who likes spicy food — or speed up the transaction during lunch rushes by offering a slimmed-down menu.

Modern POS systems also enhance the dining experience by connecting with online ordering platforms, reservation systems and inventory management tools. These integrations improve operational efficiency and reduce human error, leading to a smoother experience for customers. In the front of the house, AI chatbots and virtual assistants can handle reservations.

The dangers of depending on user-generated content

McDonald’s told franchise operators on Thursday that it is removing AI order-taking technology from over 100 drive-thrus, marking the end of a test period conducted with IBM. The advent of generative AI was supposed to devastate jobs across industries, including restaurants. But disgruntled foodies in London are reminding us of the inherent dangers of relying on the scraping of user-generated content to provide what’s supposed to be factual, helpful information.

To detect and prevent fraud, machine learning and AI algorithms continuously monitor and analyze massive amounts of transaction data in real time. These algorithms work to identify suspicious activities and anomalies in transaction data and flag and block potentially fraudulent transactions at their start. After people began complaining that Google’s search quality had degraded, it became increasingly common for people to add “Reddit” to their Google searches.

This move follows a successful pilot program at approximately 50 Bojangles restaurants and will encompass both company-owned and franchised locations, ultimately reaching hundreds of restaurants. The voice AI, known as “Bo-Linda” at Bojangles, is designed to streamline the drive-thru experience by automating order taking. The technology reportedly boasts a 95% accuracy rate, comparable to human employees, and aims to alleviate workload pressures on staff, allowing them to focus on food quality, order accuracy, and customer engagement.

These include assessing the existing camera infrastructure and network, making necessary upgrades, and designing and deploying the Wobot solution across all customer locations. AI can also enhance culinary innovation through new menu offerings chatbot for restaurants by analyzing current culinary trends and evolving consumer preferences. AI-driven recipe generation can combine different ingredient combinations, flavor profiles and cultural influences to inspire chefs to explore unconventional recipes.

AI is also a great tool to help restauranteurs develop content tailored to their business. The technology not only can create content but also optimize it for SEO purposes to help target customers. It can also generate promotional copy based on customer preferences, personalizing the communication to boost sales and enhance customer satisfaction. Blog posts, newsletters, social media posts, and menu item descriptions are other ways restaurant owners can use AI to reduce labor costs and easily generate engaging content.

The large language model had to be savvy enough to understand when an order for a milkshake was meant to be a Wendy’s Frosty. That changed after he moved away from home to study electrical and computer engineering at the University of Oklahoma. “I got my first taste of Wendy’s and have been enjoying [it] ever since,” says Spessard, who joined Wendy’s in 2020 as vice president of restaurant technology and has served as chief information officer since February. This information is intended for informational purposes only, and not as a binding commitment. Some, but not all of the AI concepts discussed in this article are currently offered by Toast to customers.

Anthony’s Coal Fired Pizza Deploys ConverseNow Voice AI Technology Across 60 Restaurant Locations

Sixty-two percent of consumers find new restaurants through Google, making it the most popular method of discovering new food. As Google search results shift, restaurateurs need to prepare their websites to capture the searches. Google’s I/O Conference on May 14th proves they’re taking generative AI seriously.

• Its digital channel witnessed a growth rate of nearly 35 percent last year, attributed in part to the deployment of in-store kiosks.
• As the QSR industry increasingly adopts AI-enabled voice technology, the positive experiences reported by early users can play a crucial role in driving broader acceptance and satisfaction.
• Multiple AI-driven robotics companies have received national interest and investor funding to build robots that can make a variety of food, such as pizza, french fries and hamburgers, to name a few.
• It utilizes robotic technologies to enhance efficiency, streamline operations, and elevate customer satisfaction.
• In the fast-paced world of fast food, integrating Artificial Intelligence (AI) has been a topic of heated discussion, especially with giant brands adopting (…or, ahem, dropping) this new technology to enhance customer experience and operational efficiency.
• The platform claims to have helped restaurants and bars save more than $8,000 per week within just four weeks of implementation, with larger chains reporting annual savings in the millions.

Whether Taco Bell’s AI drive-thrus will succeed where McDonald’s faltered remains to be seen. However, the company’s investment in this technology underscores the growing influence of AI in shaping the future of the fast-food industry and the customer experience. While automated systems have faced backlash for misunderstanding customer orders, some have also come under scrutiny for relying on outsourced human labor to make them run. The company Presto Automation Inc, which provides AI services for fast-food chains, revealed in an SEC filing last year that it employs workers in countries including the Philippines to get involved in customer interactions about 70% of the time. McDonald’s is ending its test of employing artificial intelligence chatbots at drive-thrus, raising questions over the fast food industry’s rush to roll out the technology.

The development, release and timing of any products, features or functionality remain at the sole discretion of Toast, and are subject to change. In Toast’s recent Restaurant Trends Report, we explored the popularity of lunch foods at quick-service restaurants. AI and machine learning can be used to help categorize hundreds of millions of menu items. It can help benchmarking tools determine how to appropriately categorize specific items — such as whether a whiskey donut is a dessert or an alcoholic beverage.

Momos Raises $10 Million to Expand its AI-Powered Customer Platform for Multi-Location Restaurants

That’s been White Castle’s experience with its Julia system, which communicates with drive-thru customers through SoundHound’s voice recognition software. Roedding noted that Rewards Network, operating as a platform that connects restaurants and consumers, can and does use data to keep track of how frequently both sides of the equation are interacting with one another. Regularly gathering customer experience insights and analyzing customer feedback can help identify areas for improvement and make necessary adjustments. Despite some reservations, especially among older adults, AI-enabled video technology has great potential to improve the drive-thru experience.

McDonald’s CEO Chris Kempczinski told CNBC in June 2021 that voice-recognition technology was accurate about 85% of the time, but human staff had to assist with about one in five orders. “While they open an important order channel, they can also divert staff attention away from in-store customers and order preparation. Automating phone answering with ConverseNow ensures that no call goes unanswered, preventing lost sales and maintaining customer loyalty,” Shukla said. Interface Systems offers turnkey implementation and maintenance services for Wobot.

In addition to drive-thru orders, some companies have started to explore how generative AI could be used to develop digital chatbots on their apps or utilize image-recognition to determine wait times. Bite Ninja, backed by Y Combinator, launched its virtual drive-thru cashiers in 2021. These cashiers are remote workers who take orders in a Zoom-like conference call setting.

You can foun additiona information about ai customer service and artificial intelligence and NLP. PolyAI, a pioneer in voice AI solutions for customer experience and service, today announced a partnership with OpenTable, a global leader in restaurant technology, expanding PolyAI’s guest-led voice assistants to enterprise restaurants. Locations that opt in will be able to take reservations over the phone, answer questions, gain visibility in customer trends, and deliver on-brand experiences – all while alleviating ChatGPT App staff time and resources. AI technology is transforming the restaurant industry, providing tools that prevent and detect fraud, surface actionable data and insights, optimize credit card processing, enhance staffing and scheduling, create content, and more. The right AI tools can transform restaurant operations, unlocking operational efficiencies and cost savings that can drive growth and profitability.

ways restaurants can add AI to their operations

Dine Brands is one of the world’s largest full-service dining companies and parent company of Applebee’s Neighborhood Grill + Bar, Fuzzy’s Taco Shop, and IHOP restaurants. Dine Brands’ A.I. Innovation Foundry will incubate, develop, and test cutting-edge A.I. The technology, released last year, can tell an employee how long to cook french fries or onion rings, how many pumps of syrup are needed when making a vanilla iced coffee, or the cleaning solution needed to clean the griddle. So far, a handful of “well-known restaurants” are currently testing or deploying the technology, a company spokesperson stated, but didn’t disclose specific brands.

As the QSR industry increasingly adopts AI-enabled voice technology, the positive experiences reported by early users can play a crucial role in driving broader acceptance and satisfaction. Even though widespread adoption across the industry still needs to be achieved, the feedback from those who have used AI voice technology is very encouraging. A significant 61 percent of these users reported having a positive experience. This suggests that when people do try it, they tend to like it, which is a very promising signal for the future of AI in drive-thrus. The company has partnered with OpenAI since its inception, utilizing its advanced language models to power its automation and personalization capabilities.

Additionally, AI could be used to track and analyze kitchen food waste patterns and customer behavior, revealing which ingredients are often discarded and why. Forecasting and reducing food waste for a better world
According to the USDA, over one-third of all available food goes uneaten. We see AI as a powerful tool to address waste in the restaurant industry, which is ultimately a drag on margins. Predictive AI could one day equip operators with demand forecasts, helping them adjust purchasing and inventory management to prevent over-ordering and spoilage. They may potentially also include decreasing the risk of enduring governmental fines (there are some local governments enforcing fines for not disposing of food waste properly) and lessening the environmental impact of wasted ingredients. Michael Seaman is the co-founder and CEO of Swipesum, a comprehensive payment processing and merchant services consultancy delivering innovative auditing solutions to businesses nationwide.

Hauke Feddersen, vice president of operations for PreciTaste, showed off its Vision AI technology at the National Restaurant Association Show. PreciTaste’s station assistant, which helps reduce food costs and boost restaurant efficiency, tells employees on a makeline how fast a product is depleting and when it needs to be replenished. Alex Reidiess, senior account executive for PreciTaste, also interviews Chef Bill Kim, culinary director of Cornerstone Restaurant Group, to learn how Kim uses PreciTaste’s solutions in real-time.

The technology exists to recognize that Reed is here, and Reed might have or a family member might have an allergy, or what is Reed going to like on the menu. On the kitchen side, I don’t think robotics could do the last mile, in terms of what makes a chef a chef. When you go out to eat, you don’t realize how much manual work happens in the background. Scheduling staff, paying staff, tracking inventory, there’s so many workflows.

It utilizes robotic technologies to enhance efficiency, streamline operations, and elevate customer satisfaction. By implementing AI solutions, restaurants can provide faster, more personalized service. Robot waiter technology redefines the dining experience by introducing robots into restaurant service. These robotic servers have AI to perform tasks typically handled by human waitstaff. They create a more tech-driven atmosphere in casual and upscale dining environments. Integrating robots in restaurant service is part of a broader trend of AI in restaurants.

New policy developments may further restrict how long these young employees can work, and when – and the laws differ across jurisdictions. For example, a manager in a jurisdiction with a curfew for teens under 18 would need to account for that when scheduling employees, while a manager at the same franchise in a different city might not. To properly apply an AI strategy to labor compliance, restaurant managers and operators will require a thorough understanding of the various compliance pillars AI can assist, and how. This will give them an informed perspective on how the technology can best benefit their business.

Similarly, Presto Automation, another player in the AI drive-thru market, has faced scrutiny for its reliance on human agents to support its AI system. The Wobot video analytics solution also gives retailers real-time visibility into customer demand patterns, speed of service, and security compliance. The advent of AI-driven robotics has the potential to revolutionize the back-of-house operations by automating repetitive tasks in the kitchen such as food preparation and assembly. The pizza segment is one of the early adopters of AI-driven robotics in the kitchen.

The technology aids in making informed decisions about menu changes and additions, helping menus remain exciting and relevant, and helping avoid over or underreacting to the newest trend. The platform claims to have helped restaurants and bars save more than $8,000 per week within just four weeks of implementation, with larger chains reporting annual savings in the millions. The platform is currently used by over 2,000 restaurants and cafes across Australia, New Zealand, Singapore and the US. Alex McFarland is an AI journalist and writer exploring the latest developments in artificial intelligence. Modern Restaurant Management would like to store your above information when you create an account. We will not share this information with third parties and you can delete your information from our system at any time.

“We see tremendous opportunity in advancing our restaurant technology and will continue to evaluate long-term, scalable solutions that will help us make an informed decision on a future voice ordering solution by the end of the year.” Founded in 2018, Valyant AI has focused its efforts on developing and deploying voice AI technology specifically for the drive-thru environment. Its primary offering, an AI voice assistant named Holly, integrates with existing drive-thru communication ChatGPT systems from established manufacturers like PAR and HME. Furthermore, Holly interfaces with a range of POS systems, including those from Brink, Xenial, NCR, Aloha, and Oracle Microsystems. This focus on integration with existing infrastructure highlights Valyant AI’s approach of providing readily deployable solutions for QSR brands. The company has secured contracts with notable brands such as CKE and Checkers, indicating a level of market acceptance for its technology.

This allows Momos to offer features like AI-powered chatbots for customer service, personalized recommendations based on past orders and preferences, and automated marketing campaigns tailored to specific customer segments. “Feedback solutions often leave restaurants with more data than they know what to do with,” Curtis said in a company press release. “Goals takes the guesswork out of guest-work by automatically setting priorities and tracking progress. This tool not only tells you what’s happening in your locations but also guides you on exactly what to do about it.” Zarkov explains that the motivation behind using AI and deepfake technology is multifaceted. The primary goal is to enhance the educational and entertainment value of the dining experience.

Food waste occurs at multiple nodes in a food lifecycle, right from farms to wholesale stores, retails store to fine dine restaurants and cafeterias. McDonald’s began using AI technology at its restaurants as early as 2019, according to the National Restaurant News. It installed 700 AI-powered menu boards that included an automated suggestive-selling feature. Videos of drive-thru customers struggling to use the Automated Order Taker first gained attention on TikTok last year.

White Castle has been testing AI provided by speech recognition company SoundHound. And Carl’s Jr., Hardee’s, and others use AI drive-through tech that an SEC filing revealed was underpinned by remote human workers in the Philippines most of the time. A potential option could involve the company’s vague announcement of a Google deal in December.

They are our cloud provider, in addition to co-developing these FreshAI capabilities, and we also partner with them in the data and analytics space. The innovation that’s come out of Google has obviously been incredible over time. And I would say that Google demonstrated a lot of interest in understanding our business and how it worked. Szot said restaurants are finding that their customers are more comfortable with facial recognition. Early adopters found that consumers had some concerns about privacy and security.

The restaurant industry is rapidly evolving, with artificial intelligence playing an increasingly significant role in enhancing operations, customer experience, and overall efficiency. From streamlining kitchen processes to personalizing customer interactions, AI tools are changing how restaurants function in today’s competitive market. While human-powered data discovery and analysis is time intensive, these same tasks can be accomplished in minutes using AI. The technology can rapidly surface data and identify and analyze patterns related to customer habits and preferences, track sales trends, forecast demand for ingredients, and identify operational bottlenecks. These types of actionable insights are valuable in helping restaurants improve operational efficiencies to reduce costs and enhance profitability. The acquisition aims to leverage the combined strengths of both companies to accelerate the adoption of AI-driven solutions within the quick-service restaurant (QSR) sector.

This New York City-based startup is using remote cashiers to take orders from kiosks or digital screens set up in drive-thru lanes. CEO Chi Tsang said remote cashiers work at one location at a time and provide a friendly face for a customer, which he believes is a better solution than voice bots. This year, the company nabbed a 2024 Kitchen Innovations award for its new OrderHQ Exterior Smart Food Locker Solution. The lockers are designed for exterior use, moving the pickup of takeout and delivery orders outside the restaurant. Ashley McNamara, vice president of global marketing, said the weather-proofed exterior lockers maintain the same temperature as the restaurant, which ensures meals are fresh when picked up by drivers or customers. McNamara said the lockers can be retrofitted into an existing restaurant, but are mainly geared for the growing number of digital stores popping up all over the US.

Following the backlash, Wendy’s quickly clarified its position, stating that they have no intention of implementing surge pricing and will not raise prices during peak hours. Instead, the company claims the digital menus will be used to offer discounts and value promotions, particularly during slower periods. Wendy’s is piloting an AI-powered drive-thru ordering system called Wendy’s FreshAI, developed in partnership with Google Cloud. This system aims to automate the ordering process, allowing employees to focus on other tasks and potentially improving order accuracy and speed. The success of this pilot will depend on the system’s ability to accurately understand customer orders, handle complex requests, and adapt to varying levels of ambient noise. A safer, more trustworthy establishment that will keep employees on staff and customers coming back.