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Taco Bell Expands Voice-AI Drive-Thru Partnership with Omilia to Nearly 900 U.S. Locations
Taco Bell is turning the drive‑thru into a high‑tech experience, extending its partnership with Omilia’s voice‑AI platform to more than 890 U.S. restaurants across 38 states. The move builds on the chain’s 2023 pilot, when the technology first tested the waters in a handful of drive‑thru lanes.
The voice‑AI system will continue to handle order taking at the drive‑thru speaker, automatically adjusting to each location’s menu, real‑time inventory levels and limited‑time offers. According to the chain, this adaptability keeps the ordering process both consistent and efficient.
“We have deployed Omilia’s voice AI at over 890 restaurants across 38 states to date,” said Dane Mathews, Taco Bell’s global chief digital and technology officer. “Omilia’s platform has proven itself at scale in select U.S. restaurants, and continuing this strategic partnership supports our long‑term digital and tech strategy.”
Omilia’s CEO and co‑founder, Dimitris Vassos, highlighted the drive‑thru’s demanding environment. “The drive‑thru environment is one of the most demanding – real‑time, noisy, fast‑paced, with menus that change by store and by day,” Vassos said. He noted that general‑purpose speech‑recognition systems often struggle with road noise, regional accents and complex order modifications.
To meet these challenges, Omilia’s solution incorporates noise filtering and real‑time menu adaptation. The platform also supports dynamic menu updates, allowing the system to reflect changes in stock or promotional items without manual intervention.
Taco Bell’s data show that transaction times using the voice‑AI system are on par with, and in some cases faster than, traditional human‑staffed ordering. The chain also reported higher employee retention at locations that use the technology, a trend it expects to translate into a better guest experience.
The partnership is part of a broader trend of fast‑food chains adopting AI to streamline operations. Other brands, including McDonald’s and Wendy’s, have begun testing similar technologies in limited locations.
Taco Bell, a subsidiary of Yum! Brands, which also owns KFC and Pizza Hut, plans to continue expanding AI drive‑thru ordering globally, with the U.S. rollout serving as the first phase.
The move aligns with the chain’s recent investment in digital infrastructure. In 2023, Taco Bell announced a significant technology investment to support its long‑term digital strategy, citing the need to improve customer engagement and operational efficiency.
While the exact cost of the partnership was not disclosed, the expansion underscores the growing importance of conversational AI in high‑volume, real‑time customer service settings.
The announcement came on Tuesday, with the company noting that the Omilia platform will be deployed across additional locations over the coming months. No specific timeline for the global rollout was provided.
In summary, Taco Bell’s expansion of its voice‑AI partnership with Omilia represents a continued effort to leverage conversational AI for faster, more accurate drive‑thru service. The company claims the technology improves transaction speed, reduces errors, and supports employee retention, while the partnership strengthens Taco Bell’s digital and technology roadmap.
The next steps for the chain include further deployment in the United States and eventual expansion to international markets, as part of its broader AI strategy. The company has not yet announced any additional product releases or regulatory developments related to the technology.
The partnership also underscores the increasing role of specialized AI vendors like Omilia in the fast‑food sector, where noise‑robust, menu‑aware voice systems can offer tangible operational benefits.
For now, Taco Bell’s focus remains on scaling the existing voice‑AI solution across its U.S. network, with the goal of improving customer and employee experiences through automation.
The voice‑AI system will continue to handle order taking at the drive‑thru speaker, automatically adjusting to each location’s menu, real‑time inventory levels and limited‑time offers. According to the chain, this adaptability keeps the ordering process both consistent and efficient.
“We have deployed Omilia’s voice AI at over 890 restaurants across 38 states to date,” said Dane Mathews, Taco Bell’s global chief digital and technology officer. “Omilia’s platform has proven itself at scale in select U.S. restaurants, and continuing this strategic partnership supports our long‑term digital and tech strategy.”
Omilia’s CEO and co‑founder, Dimitris Vassos, highlighted the drive‑thru’s demanding environment. “The drive‑thru environment is one of the most demanding – real‑time, noisy, fast‑paced, with menus that change by store and by day,” Vassos said. He noted that general‑purpose speech‑recognition systems often struggle with road noise, regional accents and complex order modifications.
To meet these challenges, Omilia’s solution incorporates noise filtering and real‑time menu adaptation. The platform also supports dynamic menu updates, allowing the system to reflect changes in stock or promotional items without manual intervention.
Taco Bell’s data show that transaction times using the voice‑AI system are on par with, and in some cases faster than, traditional human‑staffed ordering. The chain also reported higher employee retention at locations that use the technology, a trend it expects to translate into a better guest experience.
The partnership is part of a broader trend of fast‑food chains adopting AI to streamline operations. Other brands, including McDonald’s and Wendy’s, have begun testing similar technologies in limited locations.
Taco Bell, a subsidiary of Yum! Brands, which also owns KFC and Pizza Hut, plans to continue expanding AI drive‑thru ordering globally, with the U.S. rollout serving as the first phase.
The move aligns with the chain’s recent investment in digital infrastructure. In 2023, Taco Bell announced a significant technology investment to support its long‑term digital strategy, citing the need to improve customer engagement and operational efficiency.
While the exact cost of the partnership was not disclosed, the expansion underscores the growing importance of conversational AI in high‑volume, real‑time customer service settings.
The announcement came on Tuesday, with the company noting that the Omilia platform will be deployed across additional locations over the coming months. No specific timeline for the global rollout was provided.
In summary, Taco Bell’s expansion of its voice‑AI partnership with Omilia represents a continued effort to leverage conversational AI for faster, more accurate drive‑thru service. The company claims the technology improves transaction speed, reduces errors, and supports employee retention, while the partnership strengthens Taco Bell’s digital and technology roadmap.
The next steps for the chain include further deployment in the United States and eventual expansion to international markets, as part of its broader AI strategy. The company has not yet announced any additional product releases or regulatory developments related to the technology.
The partnership also underscores the increasing role of specialized AI vendors like Omilia in the fast‑food sector, where noise‑robust, menu‑aware voice systems can offer tangible operational benefits.
For now, Taco Bell’s focus remains on scaling the existing voice‑AI solution across its U.S. network, with the goal of improving customer and employee experiences through automation.
