Orlando has become a unique testing ground for KFC, where the company experiments with new store designs, menu variations and, most importantly, cutting-edge restaurant technology. The city’s diverse customer base and concentration of company-owned stores make it an ideal location for KFC to test new initiatives before rolling them out nationwide.

“That’s because Orlando appeals to every type of customer we reach,” explains Lori Eberenz, KFC’s director of public relations and partnerships. This diverse demographic allows the company to gather valuable feedback on new concepts and ensure they resonate with a wide range of consumers.

In addition, the 16 KFC locations in Orlando selected for these tests are all owned by the corporation, giving the company more control and flexibility in implementing changes. In contrast, most KFC restaurants are franchises.

KFC’s “original” prototype, currently being tested in Orlando, showcases a number of technological advances aimed at streamlining operations and improving the guest experience, including:

• Digital menu boards: These interactive displays make it easier for customers to navigate the menu and explore what KFC has to offer.

• Digital ordering kiosks: These self-service kiosks provide customers with a convenient and efficient way to order, reduce wait times and improve order accuracy.

• Improved kitchen technology: KFC has implemented a Kitchen Display System (KDS) to improve order accuracy and streamline communication between service staff and kitchen staff.

According to the company, these technological improvements have already produced impressive results. KFC reported a 30 percent increase in service speed, a 60 percent improvement in order accuracy and a 41 percent improvement in guest satisfaction at its test locations in Orlando.

KFC’s parent company, Yum Brands, is also investing heavily in artificial intelligence (AI) to fuel its digital transformation efforts. The company is working with AI startups to leverage its vast data sets and develop innovative solutions for its brands, including KFC, Taco Bell and Pizza Hut.

Yum Brands is particularly focused on reinforcement learning, a type of machine learning that trains models to make optimal decisions based on real-time data. This technology is used in various business areas, from marketing and operations to customer insights and back-office functions.

“As we mature, we’re finding ways to be more effective internally, better organized, and do more at less cost,” Yum Brands CFO Chris Turner said on a recent conference call. “And we have tight control over our technology spending.”

Taco Bell, another Yum Brands subsidiary, is leading the way in implementing AI, rolling out AI-powered drive-thrus in hundreds of its U.S. stores. The technology, which has already been piloted in 100 stores, is designed 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 employees to focus on other tasks and ensuring a consistent and efficient ordering process. The company plans to eventually implement this technology in all of its restaurants, demonstrating its strong belief in the transformative potential of AI.

KFC’s focus on technological innovation in Orlando provides a glimpse into the future of the fast-food industry. As restaurants face increasing pressure to increase efficiency, improve the customer experience and overcome work environment challenges, technology is playing an increasingly important role. KFC’s experiment in Orlando shows that the company is committed to these advancements and is using technology to stay one step ahead.

The success of these initiatives in Orlando could pave the way for broader adoption across KFC’s global network of over 30,000 restaurants. As customers embrace the convenience and efficiency of digital ordering, AI-powered service and other technological advancements, the fast-food experience is poised for a sea change, with KFC taking the lead.