KFC Australia launches voice AI in drive-thrus

The fast food chain assures that no jobs will be lost due to this innovation.

KFC Australia is introducing voice AI technology in its drive-thrus to improve operations and customer service.

The technology, now being trialed at KFC locations in South Penrith, Wetherill Park, Mt Druitt, Minto, and Frenchs Forest, aims to reduce staff workload, increase order accuracy, and provide a consistent customer experience, boosting profitability for KFC and its franchisees.

KFC assures that the introduction of voice AI technology will not lead to job losses. Instead, team members will focus on delivering a superior customer experience more efficiently and accurately.

Customers at participating locations will have their orders taken by the AI, with staff available if needed. Expansion will be considered after evaluating the trial results.

“KFC is always looking for new ways to support our team members and enhance the customer experience through innovation,” said Kristi Woolrych, General Manager - KFC SOPAC.

“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,” she said.