Taco Bell Rethinks AI Drive-Throughs After Viral 18,000-Water Order

Taco Bell is reconsidering its rollout of AI-powered drive-throughs across the U.S. after a series of viral mishaps exposed the system’s flaws — including one customer apparently ordering 18,000 cups of water.

The fast-food chain began testing voice AI in over 500 locations starting in 2023, hoping to speed up service and reduce errors. But the experiment has backfired in some cases, with customers taking to social media to share bizarre and frustrating experiences.

In one widely viewed clip, the AI continuously prompts a man for more drinks after he orders a single Mountain Dew. Another video — which has racked up more than 21 million views on Instagram — shows the system looping and misinterpreting orders.

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From Efficiency to Entertainment

While AI was meant to streamline service, it’s become a source of amusement and annoyance for customers.

Taco Bell’s Chief Digital and Technology Officer, Dane Mathews, admitted to the Wall Street Journal that the rollout has had “challenges.”

“Sometimes it lets me down, but sometimes it really surprises me,” he said, adding that the company is “learning a lot.”

Now, Taco Bell is rethinking how and where the technology should be used. Mathews suggested the chain might limit AI use in drive-throughs — especially during busy times — and instead rely on human staff to handle complex or high-traffic situations.

“We’ll help coach teams on when to use voice AI and when it’s better to step in,” he explained.

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Fast-Food AI: A Growing Pain

Taco Bell isn’t the first fast-food giant to face AI troubles. In 2024, McDonald’s paused its own voice AI program after numerous high-profile blunders — including one case where bacon was inexplicably added to ice cream, and another where a customer was accidentally charged for hundreds of chicken nuggets.

Despite the gaffes, Taco Bell says the tech has successfully processed over 2 million orders, suggesting there’s potential if it can overcome its growing pains.

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Bottom Line

The backlash highlights a broader question: Can AI really handle the fast-paced, unpredictable nature of human food orders? For now, Taco Bell seems to be pulling back — at least until the bots can tell the difference between a drink order and a digital meltdown.