KFC trials AI-voice tech in drive-thrus

Five restaurants will test the new technology.

KFC Australia will start testing AI voice technology in its drive-thrus in South Penrith, Wetherill Park, Mt Druitt, Minto and Frenchs Forest restaurants. 

According to KFC, the AI voice technology is designed to enhance back-of-house operations for team members and elevate the order experience for consumers. Benefits of this new technology include easing task loads for team members, improving order accuracy and  providing a consistent, friendly experience

Customers who access the drive-thrus at participating restaurants will be greeted by the technology to take their order, however, a team member will also be available to take an order should a customer request this. Further expansion is to be confirmed as the team collects and analyses performance at the five restaurants, Kristi Woolrych, General Manager - KFC SOPAC said.

KFC said that the new technology will not replace any human jobs.

“KFC is always looking for new ways to support our team members and enhance the customer experience through innovation.  This Australia-first trial addresses these commitments. It will optimise the way we work as a team and the way we deliver to our customers. It is just the latest step in our journey to build innovation into everything we do at KFC,” Woolrych said.