Taco Bell Stops AI Use After 18,000 Water Cup Prank

A single prank was enough to shake a state-of-the-art AI system: The American fast-food chain Taco Bell has temporarily halted its planned rollout of a voice AI at drive-thru windows after several incidents. According to the company, the technology will now be used more selectively and with more human oversight. Previously, a bizarre order had brought the system to a standstill.

18,000 Water Cups: A Customer Prank with Consequences

A customer ordered 18,000 free water cups through the AI system—apparently as a joke. The automated ordering software could not process the unusual quantity and subsequently crashed. In another case, a customer reacted angrily when the system repeatedly prompted him to add more drinks to his order.

Chief Technology Officer Admits Weaknesses

Taco Bell's Chief Digital and Technology Officer Dane Mathews admitted in an interview with the Wall Street Journal that the technology does not yet function reliably in all situations. "Sometimes the system surprises me, but sometimes it also lets me down," he said. Especially during peak times, human employees are often better suited to handle orders efficiently.

AI Was Originally Intended to Relieve Staff

The planned use of AI was originally intended to improve processes in the restaurants and relieve employees. Now the company is taking a more cautious approach: the AI is to be used only at certain times, with employees having the option to intervene manually.

McDonald’s Also Pulled the Plug After Malfunctions

Taco Bell is not the first company to struggle with the challenges of AI-driven ordering systems. As early as 2024, McDonald’s had discontinued a similar project after faulty orders caused customer frustration – including ice cream with bacon and unwanted large orders of chicken nuggets.

Study: Only a Few AI Projects Lead to Real Added Value

An MIT report shows that only five percent of all AI pilot projects actually lead to measurable revenue increases. Most programs fall short of expectations – a trend that Taco Bell now apparently takes into account with its reversal.

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