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taco bell rethink ai drive-through

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Taco Bell rethinks AI drive-through after man orders 18,000 waters

BBC NewsAug-29-2025, 10:33:42 GMT

Taco Bell's Chief Digital and Technology Officer Dane Mathews told The Wall Street Journal that deploying the voice AI has had its challenges. "Sometimes it lets me down, but sometimes it really surprises me," he said. He said the firm was "learning a lot" - but he would now think carefully about where to use AI going forwards, including not using it at drive-throughs. In particular, Mr Matthews said, there are times when humans are better placed to take orders, especially when the restaurants get busy. "We'll help coach teams on when to use voice AI and when it's better to monitor or step in," he said.

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BBC News

Industry: Consumer Products & Services > Restaurants (1.00)

Technology:

Information Technology > Artificial Intelligence (0.79)
Information Technology > Communications > Social Media (0.42)

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