KFC's “Original” prototype, currently being tested in Orlando, shows off a variety of technological advancements aimed at streamlining operations and improving the guest experience. By Orit Naomi, RTN Staff Writer – August 22, 2024
Orlando serves as a unique testing ground for KFC to experiment with new store designs, menu variations and especially cutting-edge restaurant technology. The city's diverse customer base and concentration of corporate-owned stores make it an ideal location for KFC to pilot new initiatives before rolling them out nationwide.
“Orlando has all kinds of different customers that we can reach,” explains Lori Everentz, KFC's director of public relations and partnerships. This diverse demographic allows the company to gather valuable feedback on new concepts that will resonate with a wide range of consumers.
Additionally, all 16 Orlando KFC locations selected for this test are company-operated, giving the company control and flexibility in implementing changes, in contrast to the majority of KFC restaurants, which are franchised.
KFC's “Original” prototype, currently being tested in Orlando, showcases a number of technological advancements aimed at streamlining operations and improving customer experience, including:
Digital Menu Boards: These interactive displays allow customers to easily navigate the menu and find KFC items.
Digital ordering kiosks: These self-service kiosks provide convenient and efficient ordering options for customers, reducing wait times and improving order accuracy.
Kitchen technology upgrade: KFC implemented a Kitchen Display System (KDS) to improve order accuracy and streamline communication between front and back of house staff.
According to the company, these technology enhancements are already producing impressive results, with KFC reporting a 30% increase in service speed, 60% improvement in order accuracy and 41% increase in customer satisfaction scores in its Orlando test location.
KFC's parent company, Yum Brands, is also investing heavily in artificial intelligence (AI) to further its digital transformation efforts. The company is working with AI startups to leverage its vast data assets to develop innovative solutions for its brands, including KFC, Taco Bell, and Pizza Hut.
Yum Brands has a particular focus on reinforcement learning, a type of machine learning that trains models to make optimal decisions based on real-time data, and is applying the technology to multiple aspects of the business, from marketing and operations to customer insights and back-office functions.
“As we mature, we're finding ways to operate more efficiently internally and organize ourselves better so we can do more with less,” Yum Brands CFO Chris Turner said in a recent earnings call. “We're also putting in place strong governance of our technology spending.”
Taco Bell, another Yum! Brands subsidiary, has been at the forefront of AI adoption, rolling out AI-powered drive-thrus to hundreds of its U.S. locations. Already piloted in 100 locations, the technology aims to improve order accuracy, reduce wait times and improve the overall customer experience.
Taco Bell's AI drive-thru system uses voice recognition technology to take orders, freeing up employees to focus on other tasks and ensuring a consistent and efficient ordering process. The company plans to eventually roll out the technology to all of its stores, demonstrating its strong belief in the transformative potential of AI.
KFC's focus on technological innovation in Orlando offers a glimpse into the future of the fast-food industry. As restaurants face increasing pressure to improve efficiency, improve customer experience, and address workforce issues, technology plays an increasingly important role. KFC's Orlando experiment demonstrates the company's commitment to embracing these advancements and leveraging technology to stay ahead of the curve.
The success of these efforts in Orlando could pave the way for broader adoption across KFC's global network of more than 30,000. The fast-food experience is poised for a major transformation as customers embrace the convenience and efficiency of digital ordering, AI-powered service and other technological advancements, and KFC is leading the way.
