AI Meets the Drive-Thru: Taco Bell’s Journey to Automated Customer Service

Yum! Brands’ Nobel Kuppusamy, Director, Software and Artificial Intelligence, and Omilia’s VP of Business Development, Quinn Agen, will discuss AI-driven voice ordering at Taco Bell drive-thrus. They will share their 2+ year journey—from vendor selection to scaling—covering key lessons and challenges. Quinn will provide insights into the tech stack, model tuning, and best practices that enabled successful deployment. Nobel will reveal how Taco Bell uses Omilia’s Voice AI to deliver fast, human-like drive-thru experiences that boost customer satisfaction and sales through smart upselling. It also reduces staff workload, improves service quality, and contributes to lower employee turnover and strong store performance.