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Louisville, KY, July 31, 2024 – Yum! Brands, Inc. (NYSE: YUM) announced today the expansion of Voice AI technology across Taco Bell drive-thru locations in the U.S., targeting hundreds of stores by the end of 2024. The Company aspires to implement Voice AI technology in drive-thrus at its brands globally in the future.
The rollout of Voice AI technology in Taco Bell, currently in more than 100 Taco Bell U.S. drive-thrus across 13 states, is designed to enhance back-of-house operations for team members and elevate the order experience for consumers. Benefits include easing task load for team members, improving order accuracy, providing a consistent, friendly experience, and reducing wait times, while driving profitable growth for Taco Bell, Yum! Brands and their franchisees.
“Yum! Brands is integrating digital and technology into all aspects of our business with exciting new capabilities, and AI is a core piece of that strategy,” said Lawrence Kim, Chief Innovation Officer, Yum! Brands. “We’re expanding and accelerating our AI capabilities like Voice AI to deliver leading-edge technologies to our franchisees and to enhance the consumer and team member experience. With over two years of fine tuning and testing the drive-thru Voice AI technology, we’re confident in its effectiveness in optimizing operations and enhancing customer satisfaction.”
Yum! Brands and Taco Bell have collaborated closely, including incorporating input from Taco Bell franchisees, so that Voice AI benefits both team members and consumers. This technology takes advantage of Taco Bell’s strong drive-thru customer experience ecosystem, which is powered by digital menu boards, Yum! Brands’ propriety Poseidon POS system and the next generation of the Taco Bell Rewards loyalty program which the brand is excited to integrate later this year. The Voice AI technology uses a holistic approach that leverages feedback, data, and insights to enhance consumer relationships with an emphasis on intuitive, user-friendly technology to create a seamless ordering experience.
“Innovation is ingrained in our DNA at Taco Bell, and we view Voice AI as a means to improve the team member and consumer experiences,” said Dane Mathews, Chief Digital & Technology Officer, Taco Bell. “Tapping into AI gives us the ability to ease team members’ workloads, freeing them to focus on front-of-house hospitality. It also enables us to unlock new and meaningful ways to engage with our customers.”
In addition to the expansion of Voice AI across Taco Bell U.S. drive-thrus, five KFC restaurants in Australia are simultaneously testing Voice AI technology in drive-thrus, which is also being positively received by consumers and restaurant team members.
Yum! Brands has been both acquiring and creating technologies, and in select cases working with leading partners, powered by its global scale that enable and accelerate easy experiences, operations and insights for consumers and team members while driving profitable growth for franchisees. The Company has made massive strides in scaling its proprietary digital and AI-driven ecosystem in partnership with franchisees, equipping them with distinctive capabilities to differentiate its brands.
2023 marked a significant milestone for successfully scaling Yum! Brands' suite of proprietary technologies globally. In 2023, Yum!’s digital sales approached $30 billion with over 50% of its sales coming through digital channels as of the first quarter of 2024. The Company’s digital business has more than doubled since 2019, demonstrating the power of its digital ecosystem and capabilities to meet changing consumer needs around the world.
About Yum! Brands
Yum! Brands, Inc., based in Louisville, Kentucky, and its subsidiaries franchise or operate a system of over 59,000 restaurants in more than 155 countries and territories under the company’s concepts – KFC, Taco Bell, Pizza Hut and the Habit Burger Grill. The Company's KFC, Taco Bell and Pizza Hut brands are global leaders of the chicken, Mexican-style food, and pizza categories, respectively. The Habit Burger Grill is a fast casual restaurant concept specializing in made-to-order chargrilled burgers, sandwiches and more. In 2024, Yum! was named to the Dow Jones Sustainability Index North America for the eighth consecutive year, and the company was recognized among TIME Magazine’s list of Best Companies for Future Leaders, Newsweek’s list of America’s Most Responsible Companies and USA Today’s America’s Climate Leaders. Yum! also received widespread recognition in 2023, including being listed on the Bloomberg Gender-Equality Index; and Forbes’ list of America’s Best Employers for Diversity. In addition, KFC, Taco Bell and Pizza Hut brands were ranked in the top five of Entrepreneur’s Top Global Franchises Ranking for 2023.
About Taco Bell Corp.
For more than 61 years, Bell has brought innovative, craveable Mexican-inspired food to the masses, and was recently recognized as one of Fast
Company’s World’s Most Innovative Companies, one of
TIME’s Most Influential Companies, and Nation’s
Restaurant News’ Brand Icon. For more information about Taco Bell, visit our website at www.TacoBell.com, our Newsroom at www.TacoBell.com/news, or check out
www.TacoBell.com/popular-links. You can also stay up to date on all things Taco Bell by following us on LinkedIn, TikTok, X (formerly Twitter), Instagram, Facebook and by subscribing to our YouTube channel.
KFC Pizza Hut Yum! Brands
Since 1992, Yum! Brands has donated 215 million-plus lbs. of food to those in need
X Minute read
Somewhere in Poland, a notification pushes from the brand’s app. The customer who ordered the large Stuffed Crust pepperoni pizza wants thin crust instead. At a KFC in Brazil, it’s the end of the lunch rush hour, and some Original Recipe chicken has gone unsold. Situations like these occur across restaurants around the world.
This surplus food presents an opportunity for Yum! Brands. As the world’s largest restaurant business and parent company of KFC, Taco Bell, Pizza Hut and The Habit Burger Grill, Yum! and its brands’ franchisees are uniquely positioned to donate unused product to food banks and charities on a global scale. This not only feeds those in need but also keeps food out of landfills, curbing carbon emissions.
“We’re helping to solve hunger issues in various markets and impact climate change. It’s rewarding work,” Maria Echeverri, KFC Latin America and Caribbean food donation lead, said. “And we’re proud of the progress we’ve made. Since Yum! created Harvest in 1992, the company has donated over 215 million lbs. of food to more than 5,000 charity partners in 25-plus countries, which is the equivalent of removing over 19 million trash bags from landfills. But we still know there is more work to be done.”
Harvest, which Echeverri mentioned, is run by Food Donation Connection (FDC). It started in 1992 and was, at the time, the only such program in the United States, making Pizza Hut the first national chain to donate its surplus food. Bill Reighard, a former Pizza Hut/PepsiCo executive who left the company, founded FDC, and the company now partners with other restaurant chains. Among them is KFC, which began its Harvest program in the United States in 1999, marking 2024 as the partnership’s 25th anniversary.
Harvest also works as a retention tool. In Trinidad and Tobago, one of KFC’s most frequented markets, franchisee Roger Rambharose, vice president of Prestige Holdings Limited, saw the program as an opportunity to connect with his Generation Z team members, who were looking for a sense of purpose in their work. So, his team identified seven local charities and mapped out a weekly collection process. They bought a freezer truck to transport the surplus food in the hot Caribbean weather and branded the vehicle with Harvest messaging to visually alert the community of the program. It’s been so successful, Rambharose has seen an immediate increase in team member retention (watch him talk about it in the video below).
Another success story is in the U.K. where KFC and its franchisees donates its surplus food through the biggest food redistribution program in the country, Fareshare. Since partnering with them in 2021, its food donation has grown by two-thirds, providing 1 million meals over the past three years and targeting 2 million meals by the end of 2024.
“About half of our restaurants are currently donating their surplus chicken,” Louise Norris, KFC Foundation manager in the United Kingdom and Ireland (UKI), said. “We work every day to increase that amount and have done some pretty fun activations, like a community kitchen in which influencers created recipes using leftover KFC chicken. We want to show our customers that they, too, can put food on plates, not landfills.”
Even Yum!’s test kitchens send unused product to those in need. Taco Bell donates surplus food from its Irvine, California, corporate office and its distribution centers. In Plano, Texas, Jennifer Gilara, who was once a Pizza Hut general manager before running its test kitchen, donated 6,000 lbs. of food to a local homeless shelter in 2023. She has a goal of doubling that this year.
“As the world’s largest restaurant company, we can make a big impact and lead in the food donation space,” Gilara said. “I’m so grateful that we’ve found a solution that has the potential to work in every one of our markets to feed those in our communities.”
Whether it’s Harvest through FDC, food donation through FareShare or another organization, or a direct donation, Yum! Brands will continue to feed those in need, curb greenhouse gas emissions and provide a sense of purpose to team members.
Pizza Hut has solved the age-old mystery of how to eat a pie on the go. The brand first launched Melts in the United States, but they soon expanded to 53 total markets and counting – a testament to Yum! Brands’ strategy to leverage its scale as the world’s largest restaurant company by sharing best practices across its iconic brands and 59,000 restaurants.
Watch the latest episode of "Quick Bite," the series that brings you Yum! news in about a minute, to see how younger, on-the-move consumers are literally taking their pizza in stride.
