Your next KFC order will be taken by NVIDIA's AI
What's the story
Yum Brands, the parent company of Taco Bell, KFC, Pizza Hut, and Habit Burger & Grill, has partnered with NVIDIA to bring AI-driven services to its restaurants.
The first phase of the initiative will see AI-powered voice-ordering systems at drive-through lanes and over phone calls.
The tech was developed by Yum's team using NVIDIA's tools and will begin rolling out in 500 outlets in the second quarter of this year.
Digital shift
AI to transform order-taking process
Ultimately, Yum Brands wants to shift all orders through digital channels, removing the need for human order-takers.
This is expected to not only increase sales but also improve internal operations at the company.
Other planned changes include using computer vision tech to spot incorrect orders and an AI system that filters online discussions about the restaurants for useful feedback for their managers.
Strategic pivot
Yum's strategy shift toward in-house AI development
Joe Park, Chief Digital and Technology Officer at Yum Brands, emphasized a strategic move toward in-house AI development.
"We want to own the intellectual property. We want to own the technology," Park said.
This move is part of their newly announced proprietary platform "Byte by Yum," which will host the new apps created using NVIDIA tools and application frameworks like its NIM microservices, designed for AI development.
Digital transformation
AI-driven voice-ordering: A strategic move
Yum Brands has been focusing on voice-ordering as part of its strategy to get all orders through digital channels.
Today, more than 50% of its orders are received digitally, up from 19% in 2019.
Park believes consumers tend to spend more when ordering via digital channels because of opportunities for upselling and personalization.
"We love everything about digital sales," he said amid economic challenges.
Tech integration
AI to enhance customer service and operational efficiency
Despite the shift toward AI, Park assured in-restaurant workers won't be replaced but their roles will evolve.
"It's a different form of service and hospitality than I think we've seen in the past," he said.
Yum is also upgrading its proprietary mobile app used by restaurant managers at over 20,000 outlets to track operations.
A new feature will turn online customer reviews into proactive suggestions for restaurant managers.