Taco Bell is second-guessing its reliance on artificial intelligence (AI) for drive-through services after a series of viral mishaps caused uproar online. One eye-catching video featured a customer seemingly overwhelming the system by ordering a staggering 18,000 cups of water.

The fast-food giant has implemented AI technology in over 500 locations across the U.S. since 2023, intending to streamline orders and minimize errors. But, as it turns out, the technology has sometimes delivered the exact opposite.

Dane Mathews, Taco Bell's Chief Digital and Technology Officer, candidly discussed the hurdles the company faced with the AI system in an interview with The Wall Street Journal. "Sometimes it lets me down, but sometimes it really surprises me," he admitted, emphasizing the need for a more tactful approach moving forward.

Mathews acknowledged that certain situations call for human touch, especially during peak hours, where a human employee might handle orders with greater efficiency. "We'll help coach teams on when to use voice AI and when it's better to monitor or step in," he explained.

Social media has been buzzing with complaints from frustrated customers showcasing the AI's quirks. Noteworthy is an Instagram clip that has amassed over 21.5 million views, where a customer repeatedly attempts to order a large Mountain Dew, only to be met with the AI's relentless question: "And what will you drink with that?"

Taco Bell isn't alone in facing challenges with automated order systems. Last year, McDonald's scrapped its AI drive-through program due to a string of mishaps, including one customer mistakenly receiving bacon with their ice cream and another being charged for hundreds of dollars in chicken nuggets.

Despite the comedic incidents, Taco Bell has successfully processed two million orders with its voice AI since its launch, signaling both the potential and pitfalls of automation in the fast-food industry.