How AI can enhance your dining experience

Artificial intelligence (AI) is taking over our world, it seems.

Most of us get how AI helps in improving communication and medical diagnoses. We also have heard how students use it to write entire papers, and how bad actors create deepfake audio and video that spreads very convincing but false information.

The restaurant and hospitality industry is quickly incorporating this technology. I chose this topic because I think most people will be surprised at how AI interacts with the restaurant industry. What does it mean for you, the consumer?

Communication

When you call a restaurant or hotel, you will likely be interacting with an AI-driven chatbot that is much more effective than similar systems from just a year ago. It’s so effective that 70% of guests consider it useful for answering all of their basic questions.

This interactive messaging system already has reduced staff workload by as much as 40% in hospitality. In the next two years, I expect that restaurants and hotels will be able to cut payroll because there will be far less need for staff to answer the phone.

The dining experience

Most of us have seen servers using handheld point-of-sale (POS) devices to take orders. Currently, these devices keep your order organized, but the next step will be for the POS to let the server know when you are ready to order and pay your bill, cutting down on wait times.

A number of restaurants have tabletop interactive menu devices, allowing guests to put in their own orders, making the “server” a delivery person, and pay the check. The next step for these systems is to offer surveys and other interactive options that keep you occupied. However, what most of us are not aware of is that the information we put in will go to marketers who will utilize the data in a number of ways.

Facial recognition

We all love to be recognized when we go to a restaurant. Let’s say we go to a restaurant that we have not been to in six months. The server comes to the table and says, “Mr. Smith, it’s so great to have you back.” You don’t remember this server, and they don’t know you, either, but the facial recognition system never forgets a face.

Once you have been identified, not only does the server know who you are, but they also know your past orders, your favorite dishes and what you like to drink. This may seem intrusive, but you’ll be impressed with how they remember you and how it will make ordering easier and your time in the restaurant more pleasant.

At the drive-through

Drive-throughs won’t utilize facial recognition, but they may very well use your license plate. When we purchase fast food locally, we tend to go to our favorites. Your car will supply the restaurant with your past orders as well as focus on the items you order most often. Again, while we don’t think about it, the information your car has given the restaurant also can be sold to marketing companies.

Coming soon

In the not-too-distant future, AI will tie into all of the utilities of the restaurant. If it’s hot or cold outside, AI automatically will adjust the thermostat. If it’s sunny or cloudy, AI will adjust the lighting. When the restaurant is not crowded, AI will lower the music volume, and then kick it up a notch when the place fills up.

I’m sure I’ll be updating you on AI again in the next year because it is changing so quickly.

• Izzy Kharasch is the founder of Hospitality Works, a consulting firm that has worked with 700+ restaurants and small businesses nationwide. He is offering Daily Herald restaurant owners a free consultation by contacting him at Izzy@HospitalityWorks.com.