Yum Brands, owner of Taco Bell, Pizza Hut, and KFC is partnering with Nvidia to build a range of new AI-driven services in its restaurants. The first—AI-powered voice-ordering at the drive-through lane and on the phone—was built using tools from Nvidia, and will begin rolling out at 500 Yum Brand restaurants this year.
The ultimate goal is to move all orders through digital channels instead of human order-takers, an effort Yum says will boost sales. Yum will also use AI to enhance a number of the company’s internal operations.
Other planned changes include the use of computer vision to spot fumbled orders and AI that filters internet chatter on the restaurants for useful feedback for their managers. “Yum and other quick-service-restaurant chains, like McDonald’s, have been leaning into more digital experiments for efficiency gains and improved customer satisfaction as inflation squeezes low-income diners,” writes The Wall Street Journal (March 19, 2025).
Voice-ordering has been a priority for Yum for some time as it works to receive 100% of its orders through digital channels rather than through humans. Currently it is above 50% including orders that come through its app or online, up from 19% in 2019. Consumers end up spending more when they buy via digital channels because the restaurant can upsell, personalize and entice eaters through notifications.
Yum is currently evaluating whether existing CCTV cameras can provide images sharp enough for computer vision to determine whether the food received is what was ordered or whether it’s missing any ingredients. “Order accuracy is a big problem that a lot of quick-service restaurant companies face,” says the Chief Technology Officer.
In-restaurant workers won’t disappear. Instead, they will focus more on customer service, for instance, helping people with orders.
Classroom discussion questions:
- How else can AI be used in this industry?
- What are some disadvantages of depending on AI?