Taco Bell reconsiders future of voice AI at drive-through, WSJ reports

Some Taco Bell customers have taken to social media to complain about glitches and delays after the fast-food chain rolled out voice AI-powered ordering at over 500 drive-through locations, the Wall Street Journal’s Isabelle Bousquette reports, citing Taco Bell Chief Digital and Technology Officer Dane Mathews. “We’re learning a lot, I’m going to be honest with you,” said Mathews, who is now thinking carefully about where to use the tech in the future. “I think like everybody, sometimes it lets me down, but sometimes it really surprises me…For our teams, we’ll help coach them: at your restaurant, at these times, we recommend you use voice AI or recommend that you actually really monitor voice AI and jump in as necessary.”