Link: Taco Bell’s AI drive-thru plan gets caught up on trolls and glitches

Taco Bell is rethinking its decision to implement AI voice assistants in drive-thrus due to mixed reviews from customers and employees. Described issues include social media complaints and prank orders, such as requesting thousands of water cups.

Dane Mathews, Taco Bell’s chief digital and technology officer, shared with The Wall Street Journal that their AI experience has been a mixed bag. Although unpredictable, it occasionally delivers promising results.

The AI technology has been rolled out in over 500 locations across the US. Other fast food chains like McDonald's, Wendy’s, and White Castle are also exploring similar technologies.

Mathews acknowledges that deploying AI in high-volume drive-thrus may not be the best approach. He emphasizes the importance of continuously assessing the technology's effectiveness in different settings.

Despite the challenges, Taco Bell intends to continue enhancing their AI system, focusing on collecting and analyzing data from its usage. This holistic approach will guide future deployments and potential improvements.

By keeping an open channel of feedback and data analysis, Taco Bell aims to refine its AI applications to better meet its operational needs and customer expectations. #

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