Taco Bell Drive-Thru AI Helps Increase Employee Retention

Yum! Brands Chief Legal Officer Erika Burkhardt said Taco Bell’s automated drive-thru ordering has helped increase employee retention by easing friction in the ordering process and letting workers focus on the product and customer hospitality. Burkhardt discussed the technology Tuesday at a women’s leadership summit in Santa Barbara, California. She said Yum! is still learning how to use AI in its restaurants and described a tension between the benefits she sees at work and public concerns about AI and data centers. Taco Bell expanded its use of Omilia Voice AI in drive-thrus to nearly 900 locations in July.

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