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Taco Bell rethinks AI drive-through after man orders 18,000 waters

On Aug. 28, Taco Bell said it is reevaluating and may scale back AI use in drive-thrus after the voice-AI system processed more than 2 million orders at more than 500 locations.
After last year's rollout, the AI-powered drive-thru aimed to speed orders and ease human employees' workload but faced accuracy issues and trolling, including an attempt to order 18,000 cups of water by online trolls.
One viral Instagram clip with over 21.5 million views and customers and social media users posted memes and complaints about glitches and 'creepy' AI interactions, while CNET's David Katzmaier observed frequent order errors corrected by human staff recently.
When restaurants are busiest, Taco Bell said human staff outperform AI during busy hours and long lines, affirming their ongoing necessity after 2 million AI-handled orders.
Earlier this year, Yum Brands partnered with Nvidia to enhance AI ordering, while White Castle and Wendy's expanded AI tech and McDonald's paused its system after errors.

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