When a handful of Desert De Oro (DDO) taco bell locations began testing Voice AI ordering, the teams behind the pilot had two main questions: which restaurants would be a good fit, and would it truly improve day-to-day operations? According to Jeff Torres, DDO’s Regional Director for Western Arizona and California, selecting the right stores involved a few criteria—namely strong internet speeds, updated drive-thru headsets, and digital menu boards. “We wanted to look for a well-run restaurant,” Jeff explains. “And it obviously had to have the tech capabilities.”
Team Impact
With only a couple of restaurants ready to run this advanced system, the pilot launched quietly. Early on, Regional General Manager (RGM) Eric noticed real benefits for daily shifts in their restaurant. “It does improve the order accuracy, but it takes some time for ‘her’ to actually put in the order on the system.” Eric says. Eric refers to the AI, nicknamed ‘Siri,’ as “her”. She is the friendly voice that greets customers, cracks a few jokes, and asks about promotional items like fries or dollar drinks.
“[Voice AI] helps a lot, especially when I have cashiers on break and I’m the only one covering both front and drive-thru,” — Eric, RGM
Mixed Customer Reception and Future Outlook
At the same location, Area Coach Sandra sees a particular advantage during late-night shifts. “We run very low people at night, so AI helps us run the business better,” she explains. In those moments, AI-driven efficiency can make a big difference.
Currently, the pilot locations hover around 50% usage, meaning staff sometimes step in to clarify orders, but overall, the technology remains promising. “We’d like to see it roll out in more locations,” Jeff notes, adding that internet speed remains a major hurdle. Until more restaurants upgrade connectivity, expansion may be limited.
Customer reactions vary, with some older guests preferring human interaction and many millennials viewing AI as a novel, “cool” twist on the drive-thru experience.
“People notice it’s AI and laugh about it. They’ll ask, ‘Are you real?’ But they like it.” — Sandra, Area Coach
Looking ahead, the team recognizes that Voice AI could ease staffing challenges — especially during busy or late-night shifts — by freeing employees to focus on customer engagement rather than juggling drive-thru orders. However, stable tech infrastructure is essential for consistent results. If the pilot continues to show positive returns, we hope to extend Voice AI to additional restaurants, ushering in a new era of streamlined service.
For now, the test offers a glimpse into how quick-service drive-thrus could evolve. As more DDO locations adopt the right hardware and internet speeds, Voice AI may well become a standard part of delivering faster, friendlier service.