Over the past year, like many others, AI has become part of my life. I use it in some way almost every day of the week. However, when I talk about AI, most people immediately think of something like ChatGPT, Grok, Gemini, or Apple Intelligence. I don’t imagine that there are many people whose thoughts would immediately jump to Taco Bell, but here we are. Welcome to the wild world of 2025.

If you find yourself in the drive-thru of a Taco Bell, there is a decent chance your order of burritos, tacos, and Mexican pizzas might be taken by Taco Bell’s new Voice AI instead of a real-life employee. It had been in a pilot phase in a few stores, but in July of 2024, YUM Brands announced they were expanding the use of the technology to more stores.

In researching for this story, I read lots of feedback from people with the same worries as workers in any industry where AI has moved in. They are worried about being replaced by AI that doesn’t require time off, that doesn’t get sick, and doesn’t take vacations. Those are things I’ve heard from workers in all fields. A unique wrinkle here is that fast food jobs, in America at least, are many times one of the first jobs a younger person gets.

And the thinking goes: if those entry-level jobs begin going to AI, how will teenagers or other first-time job seekers expect to get entry into the workforce? As much as I am an avid supporter of technology advancements, that is a legitimate concern. I understand not all jobs can be replaced by AI just yet, but taking orders from customers sure can. Voice recognition and large language models are essentially designed for this.

I have personally had experience interacting with the Voice AI at Taco Bell. Our local Taco Bell first began introducing the AI tech last fall. Even though the Voice AI had been tested at other restaurants before the expansion, when it first came to our local restaurant, I was not impressed. There were many issues, and Taco Bell team members frequently had to break in and clarify what I had requested. It certainly did not make the experience faster or easier.

Fast forward a few months, and Voice AI has improved significantly. It is no longer a bumbling AI that misunderstands common menu items. I can now ask for items, customize them, and even revise them - all without a team member ever breaking through. Voice AI even understands when I tell it I have a mobile order, understands my name, and confirms my order. It’s really a marvel to behold and underscores what AI was promised to be.

The thing I can’t help but wonder is why are front-line workers not allowed to take orders anymore? AI makes a ton of sense in the drive-thru, but forcing someone’s grandparents to use a touch screen to order their chili cheese burrito in the lobby is a little strange. This seems like a perfect scenario where team members displaced from taking drive-thru orders could be reassigned to work on the front line. This would negate the issue of AI taking entry-level jobs while also improving customer service. Seems like a win-win, right?

Now let’s circle back to the original question - even if the tech is great, what about the effect on entry-level workers? I think at this stage, it’s still okay. Voice AI is great at taking orders and processing mobile orders, but without a body, it’s not going to be making food anytime soon. 

AI may have replaced one facet of what a typical Taco Bell employee does, but there are still many other jobs within the restaurant that it cannot do. I’m not sure I’d want my cheese and rice burrito made by a robot today, but in five or ten years, who knows? We may have to revisit this column then.