Overview

• Chief digital and technology officer Dane Mathews told the Wall Street Journal the chain is re-evaluating where to use voice AI in drive‑thrus.
• The system has been installed at more than 500 U.S. locations and has handled over two million orders, according to reports.
• Viral clips showed customers exploiting the assistant, including a stunt ordering 18,000 cups of water, alongside mistakes and off‑putting interactions.
• Leadership is weighing a hybrid model in which staff monitor the AI and take over during rushes, acknowledging busy stores may be better served by humans.
• Parent company Yum Brands is pursuing technical improvements through a partnership with Nvidia, as other chains like McDonald’s, Wendy’s, and White Castle report mixed results with similar pilots.