Overview
Taco Bell deployed a voice AI system in more than 500 drive‑thru locations. In one viral TikTok clip, a customer pranked the AI by ordering 18,000 cups of water, and the system processed the absurd request instead of flagging it as nonsensical. In another video, the AI repeatedly misinterpreted a request for a Mountain Dew, causing frustration. The incidents highlighted the technology’s inability to handle prank orders or adjust to unusual requests. Taco Bell’s chief digital officer said the company is rethinking when to use AI and will ensure staff intervene when necessary.
What Went Wrong
The voice AI lacked safeguards against unrealistic or prank orders and struggled with natural conversation. It could not identify that ordering thousands of water cups was nonsensical and lacked context awareness, leading to repeated prompts.
How It Was Fixed
After the viral incidents, Taco Bell’s chief digital officer said the chain is having an "active conversation" about when to use AI. The company is considering allowing staff to monitor the system and step in during busy times, and plans to refine the AI’s training to handle unusual requests better.