AI-Powered Drive-Thru Systems Reduce Employee Turnover, According to Yum Brands

Yum Brands, the parent company of Taco Bell, reported that voice artificial intelligence technology deployed in more than 890 branches reduces stress in the ordering process and lowers employee turnover rates.

The Impact of AI on Employees

Erika Burkhardt, Chief Legal Officer and Corporate Secretary of Yum Brands, stated that automated drive-thru ordering processes make restaurant staff's jobs easier. Burkhardt emphasized that this technology directly increases employee retention rates.

How the Process Works

Taco Bell has been collaborating since 2023 with Omilia, which develops voice ordering software for restaurants. Taking orders via loudspeakers, managing modifications, and suggesting additional products, the system allows personnel to focus on the kitchen and cash register.

Performance and Data

Initial findings showed that staff turnover was lower in branches using voice AI compared to other stores. In top-performing branches, the software managed more than ninety percent of orders independently without requiring employee intervention.

Staffing Issues in the Industry

According to Bureau of Labor Statistics data, workers in the hospitality and food services sector quit at a rate of three and a half percent in August, recording the highest turnover rate among all sectors. Companies are turning to new technologies to reduce this churn rate.