The "news" is not that the computer program got the order wrong, the news is that once again a korporation is using their customers as beta testers for software.
Fake news. Did Taco Bell actually serve 18,000 waters? No they did not.
A human mishears “18,000” and it’s a laugh, a machine mishears “18,000” and it’s top story, breaking news for the fake news media.
Artificial intelligence (AI) has not worked out smoothly for Taco Bell’s drive-thru ordering system. The company is currently re-evaluating its use of voice AI after experiencing customer complaints about glitches, mistakes, and prank orders that have gone viral online.
Customer frustration: Numerous online complaints and viral videos show customers struggling to place orders correctly with the voice AI. A common issue is the bot repeating prompts even after the customer has answered.
Inaccurate orders: The system has been prone to errors, which customers and employees find frustrating. Prank orders for absurd quantities of items, such as 18,000 cups of water, have also been reported, potentially disrupting operations.
Operational issues: Taco Bell’s Chief Digital and Technology Officer has conceded that a human team member might be better in some situations, particularly when drive-thru lines become long and complex.
The company is now reconsidering when and how to use the AI, training human staff to monitor the system and intervene when necessary.
Despite the recent issues, Taco Bell and its parent company, Yum! Brands, are not abandoning AI. Instead, they are refining their approach.
The company plans to train staff on when to monitor the AI closely or take over entirely, using the technology as a supplement rather than a complete replacement for human employees. Taco Bell notes that its system has successfully processed millions of drive-thru orders, suggesting the problems are not universal.
Yum! Brands is expanding its use of AI beyond voice ordering. In partnership with Nvidia, it is developing AI tools for internal operations, such as an “AI restaurant coach” to advise managers on efficiency, labor, and inventory.
Other use cases: The company continues to invest in AI for other purposes, including marketing, supply chain management, and its mobile app.
The "news" is not that the computer program got the order wrong, the news is that once again a korporation is using their customers as beta testers for software.
, a machine mishears “18,000” and tries to fulfill the order ...