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Taco Bell Says AI Helps Workers Live Más, Quit Less

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Taco Bell Says AI Helps Workers Live Más, Quit Less

Yum Brands Chief Legal Officer Erika Burkhardt said voice AI ordering is raising retention among Taco Bell team members by making the job easier.

Taco Bell runs Omilia voice AI at more than 890 drive-thrus in 38 states, and the vendor reported early signs of lower turnover at those stores with sales on par or better.

Workers in accommodation and food services quit at a 3.5% monthly rate in August, the highest of any U.S. industry, according to the Bureau of Labor Statistics.

The hardest job at a Taco Bell during the dinner rush is the headset.

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One worker takes orders from a line of cars, repeats them back over road noise and fields the complaints when a Crunchwrap comes out wrong. At more than 890 Taco Bell drive-thrus, voice artificial intelligence now takes the orders, and the chain’s parent company, Yum Brands, said the workers it has freed up are quitting less.

Yum Brands Chief Legal Officer and Corporate Secretary Erika Burkhardt said automated drive-thru ordering has been good for staff, Fortune reported Wednesday (Oct. 14).

“AI is actually increasing retention among our team members in the restaurant because it’s making their jobs easier,” Burkhardt said during the Fortune Most Powerful Women Summit , per the report. Automated ordering is “taking away the tension points of the ordering process,” freeing employees to focus on the food and the customer.


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