The jokes of ordering 18,000 glasses of water have made it rethink

The fast food chain has installed voice assistants with artificial intelligence In more than 500 restaurantsbut the technical problems and jokes of the users are forcing the company to rethink its strategy. Two million orders later, Taco Bell Recognize that humans remain necessary.

The problem in figures. Since last year, Taco Bell has deployed AI technology with a voice wizard in more than 500 locations in the United States. However, system failures have generated a wave of complaints on social networks and viral videos that show customers mocking the system. One of the cases that has circulated most in networks and demonstrates the clumsiness of the system, someone looks Ask 18,000 glasses of water. AI accepted it without problems.

The challenge behind. “We are learning a lot, I will be honest with you,” admitted Dane Mathews, director of Digital Technology of Taco Bell, to Wall Street Journal. The executive himself recognizes that his experience with the system is irregular: “Like everyone, sometimes it disappoints me, but other times it really surprises me.” Employees have also begun to publish content reminding customers who can listen to when they shout at the system.

The most viral failures. Tiktok is full of all the ravages that the AI ​​has caused: from staying in loop asking what the client wants to drink to Accept McDonald’s food orders and suggest competition sauces. How could it be otherwise in some cases, human workers have had to intervene to correctly complete orders, which has made doubts about the effectiveness of the system on a day to day.

Change of Strategy Mounted. Mathews He has revealed that the company is reconsidering where to implement this technology. Especially in very busy restaurants with long lines, where a human employee could better manage the situation. “It is a very active conversation within Taco Bell in collaboration with our franchisees,” he explains. The company plans to help each restaurant determine when using AI and when employees are better intervened.

The sector looks for its path. Taco Bell is not alone in this fight. McDonald’s canceled last year A similar experiment with IBM, although now works with Google Cloud in a new version. Another fast food chain in the United States, Wendy’s, is expanding your assistant Freshai (also based on Google technology) with the aim of reaching 500 facilities before the end of the year. It is another field in which AI begins to highlight, although these first experiences have taken us some laughs.

Cover image | Taco Bell

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