Taco Bell is slowing down its rollout of voice-based AI at drive-through outlets after order mishandling and customer pranks exposed flaws in the system.

AI Drive-Through Troubles

The fast-food chain had announced plans last year to expand the use of artificial intelligence for taking and processing orders, promising a smoother customer experience and less workload for staff. But in practice, the system has faced unusual challenges.

In one case, a prank order of 18,000 water cups overwhelmed the AI, temporarily crashing the system. In another, a customer grew frustrated after the AI repeatedly insisted on adding extra drinks to his order.

Dane Mathews, Taco Bell’s Chief Digital and Technology Officer, admitted the system is still a work in progress. “We’re learning a lot. Sometimes it lets me down, but sometimes it really surprises me,” he said. He acknowledged that human staff are often better suited to handle busy or complex situations.

Slowing Down Deployment

Mathews confirmed that Taco Bell is now scaling back its AI rollout while working on guidelines for when and how the technology should be used. “At your restaurant, at these times, we recommend you use voice AI or really monitor it and jump in as necessary,” he said.

The move comes as an MIT report found that only about 5% of corporate AI pilot projects deliver rapid revenue growth, with most failing to make a measurable impact.

Industry-Wide Challenges

Taco Bell isn’t alone in struggling with AI at drive-throughs. McDonald’s previously pulled back on its own trial after mistakes that included adding bacon to a customer’s ice cream and accidentally charging hundreds of dollars’ worth of chicken nuggets.

Despite setbacks, Taco Bell said it remains committed to exploring AI for efficiency but is now prioritizing “responsible and practical implementation.”

Source: NDTV | Image Source: Google | Image Credit: Respective Owner