Yum! Brands (YUM) — the parent firm of popular fast-food chains Taco Bell, Pizza Hut, and KFC — may be cooking up something new in its locations as it hopes to implement AI and automation tools to further boost its sales. Despite missing first-quarter earnings estimates, Yum! Brands reported record digital sales mix surpassing 50% in the quarter.
Yum! Brands Chief Digital and Technology Officer Joe Park sits down with Josh Lipton to discuss how it is using artificial intelligence at the firm’s locations.
“We believe in the power of digital to build deeper relationships with our customers, end to end,” Park elaborates. “When you think about one example with drive-thru, let’s take an example of Taco Bell, customers really want to make sure that they have timely acknowledgment at the drive-thru. They want to make sure that they’re understood when they’re ordering and there’s friendliness. So one technology we get really excited about is voice AI. We’ve piloted it in five stores at Taco Bell and we’ve seen the results. We know that team members enjoy the technology. It feels like they’re getting another team member added to just handle the drive-thru. And we know that customers, when they’re asked about it, they see parity when it comes to the friendliness, the timeliness, and being able to be understood by AI.
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