Taco Bell rethinks AI drive-through after man orders 18,000 waters
12 days ago
- #Technology
- #AI
- #FastFood
- Taco Bell is reconsidering its use of AI in drive-throughs after viral videos showed the technology making errors.
- One incident involved a customer ordering 18,000 water cups, while another showed frustration as the AI repeatedly asked for more drink additions.
- The fast-food chain introduced AI in over 500 US locations in 2023 to improve order accuracy and speed but faced unexpected challenges.
- Taco Bell's Chief Digital and Technology Officer acknowledged the AI's mixed performance and stated the company is learning when and where to use the technology.
- Human intervention is deemed necessary during peak hours, and the company plans to guide teams on when to rely on AI versus stepping in.
- Social media has amplified customer complaints, including a clip viewed over 21.5 million times where the AI misunderstood a drink order.
- Similar issues have occurred in the industry, such as McDonald's AI adding incorrect items like bacon to ice cream.
- Despite the glitches, Taco Bell reports two million orders have been successfully processed using the voice AI.