Fast food chain Taco Bell has said it is rethinking its use of AI at drive-through restaurants after a series of prank videos emerged including one which allowed an order of 18,000 water cups which crashed the system.
In another video clip, a customer is seen getting increasingly angry as the AI repeatedly asks him to add more drinks
to his order.
A host of multi-national brands have been looking at AI to help speed up service in retail stores and food
outlets. Since last year, Taco Bell has rolled out voice AI-powered ordering at more than 500 drive-through locations.
Speaking to the Wall
Street Journal (WSJ), Taco Bell chief digital and technology officer Dane Mathews said, "We’re learning a lot, I’m going to be honest with
you. I think like everybody, sometimes it lets me down, but sometimes it really surprises me."
Mathews went on to tell the
WSJ he is considering where and when to use this tech in the future. "It might not make sense to exclusively use artificial
intelligence at every drive-through, he said. For example, at super busy restaurants with long lines, a human team member might handle things
better", he added.
Last year McDonald's withdrew AI from its own drive-throughs as AI misinterpreted customer orders - resulting in one person getting
bacon added to their ice cream and another having hundreds of dollars worth of chicken nuggets added to an order.
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