Taco Bell Reevaluates AI in Drive-Throughs After Order Glitches

Taco Bell is reconsidering the use of artificial intelligence (AI) in its drive-throughs across the US after viral videos highlighted several mishaps with the technology. One video, which has been widely shared, shows a customer ordering 18,000 water cups, overwhelming the system. In another incident, an AI voice repeatedly asks a customer to add drinks to their order, causing frustration. Since 2023, Taco Bell has deployed AI in over 500 locations, hoping to reduce errors and speed up service. However, the technology has faced backlash, with many customers reporting glitches, including repeated prompts and misinterpreted orders. Taco Bell’s Chief Digital Officer, Dane Mathews, acknowledged that while the AI has sometimes exceeded expectations, it has also faced significant issues, especially in busy times. He emphasized that the company is learning from these experiences and will carefully reconsider where to use AI in the future, including at drive-throughs. This follows a similar situation last year when McDonald’s pulled AI from its drive-throughs after it caused errors, including adding bacon to ice cream. Despite these challenges, Taco Bell has successfully processed two million orders using the technology.