Taco Bell reconsiders AI drive-through technology after ordering errors
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speckx
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· 2 sourcesTaco Bell is re-evaluating its use of AI voice technology for drive-through orders after significant errors, including an incident where a customer ordered 18,000 waters. The company's Chief Digital and Technology Officer acknowledged to Hacker News that the AI performs well sometimes but often fails during busy periods. The Verge reported that the company is also grappling with customer frustration and deliberate trolling attempts, leading to a careful assessment of where to deploy voice AI versus human order-taking.
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Summary
Taco Bell is reassessing its use of AI voice technology for drive-through orders after experiencing significant challenges and errors, including an incident where a customer ordered 18,000 waters. The company's Chief Digital and Technology Officer acknowledged that while the AI sometimes performs well, it often fails during busy periods. Taco Bell is now carefully evaluating where to deploy AI technology and will train staff on when to use voice AI versus human order-taking.
Key quotes
· 3 pulled"Sometimes it lets me down, but sometimes it really surprises me"
"We'll help coach teams on when to use voice AI and when it's better to monitor"
"We are learning a lot - but he would now think carefully about where to use AI going forwards"
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