Business Sound & Communications Participation in the Texas Restaurant Show 2023
The restaurant industry is on the brink of an AI revolution.
We were excited to participate in this year’s TRA Conference at the George Brown Convention Center in Houston on July 7-10. The show is the largest of its kind in the Southwest; it is backed by TRA’s 86 years of industry leadership.
We were happy to see a full, post-COVID convention center full of hope for the future of restaurant and hospitality businesses. At the conference this year, we debuted the new HME NEXEO team communications and drive-thru ordering system that offers intuitive AI technology. Still, in a beta-style roll-out, the technology was embraced by McDonald’s, which is now working to integrate the technology in some of its restaurants.
Austin Finkle at the TRA’s Conference 2023 in Houston
Artificial Intelligence (AI) continues to shape our world in countless ways, influencing sectors as diverse as healthcare, finance, and retail. However, an often-overlooked area of impact is the restaurant industry, especially drive-thru operations. This article delves into how AI is dramatically enhancing efficiency, speed, and customer experience at drive-thrus, revolutionizing the quick-service restaurant (QSR) landscape.
According to PWC, AI is expected to improve productivity by 40% by 2035, making it a key technology to focus on for future growth. (Maheshwari and Jain, Forbes)
Is AI a Big Gain for the Restaurant Industry?
First, let’s consider order accuracy – a pivotal aspect of any food service business. Remember the frustration when your meal was handed over with missing fries or an incorrect sandwich? AI has a significant role in mitigating such errors. By employing advanced voice recognition and Natural Language Processing (NLP) technologies, AI can accurately transcribe customer orders, reducing human error and improving overall order accuracy. These intelligent systems also effectively handle accents, dialects, and background noise, ensuring a seamless ordering process.
Another game-changing application of AI is in predictive ordering. AI systems are capable of learning from vast datasets of past orders, preferences, and trends to make incredibly accurate predictions. For instance, they might suggest additional items based on a customer’s order history, time of the day, or even the weather.
McDonald’s plans to integrate Dynamic Yield’s AI-powered technology at all levels of its infrastructure, including drive-thrus. This new system will allow menus to change dynamically when a customer orders. For example, when someone orders a burger, the menu can suggest a meal upgrade or accompanying items to pair with the order. It in turn enables the fast-food chain to provide a smoother, more intuitive customer experience. (Staff, Future Supply Chain)
Operation Efficiency
AI also plays a substantial role in boosting operational efficiency. By analyzing historical data, AI systems can predict peak hours and manage staffing needs accordingly. In the drive-thru lane, AI-powered traffic management systems can calculate the number of cars, order complexity, and estimated wait times, enabling restaurants to optimize their resources. This leads to shorter queues and faster service, a win-win for both customers and businesses.
Wendy’s recently announced plans to implement Google’s AI into its drive-thru lanes. This could be a disruptive change for the chain, and it could revolutionize how customers order food. With over 75% of orders placed in the drive-thru lane, AI technology has the potential to make their process more efficient and seamless. (Beck, Tasting Table)
AI Integration with Digital Menu Boards
One of the most fascinating uses of AI is its integration with digital menu boards. Dynamic menu displays, powered by AI, change in real-time based on several factors such as inventory, weather, and customer buying patterns. For instance, on a hot day, the AI system might promote a new iced beverage, or it may push a high-margin item when stock is abundant. This real-time adaptation is a powerful tool for influencing customer decisions and boosting sales.
Simultaneously, AI-powered drive-thrus also contribute to a sustainable future. By predicting order volumes accurately, restaurants can better manage their inventory, reducing food waste. Moreover, efficient drive-thru operations mean less idle time for vehicles, leading to lower carbon emissions.
As AI-powered digital menu boards continue to rise in popularity, restaurants are being presented with more options than ever before when it comes to improving their ordering process. It’s a win-win situation for both restaurants and customers alike. BSC offers a wide range of digital menu boards and our team is equipped to provide end-to-end solutions – hardware, software, screens, programming, service, and installation.
The Potential Challenge
While the benefits of AI in drive-thrus are compelling, it’s important to address potential challenges. For instance, customer data privacy is a significant concern, and businesses must ensure transparent and ethical use of data. Moreover, while AI enhances efficiency, it should complement human workers, not replace them. Training staff to work harmoniously with AI technologies is crucial for a successful digital transformation.
The Future of AI for Drive-Thrus
The fusion of AI and drive-thrus marks a significant step toward the future of the restaurant industry. Not only does it streamline operations and improve accuracy, but it also personalizes the customer experience and supports sustainability. As we continue to explore the potential of AI, it’s exciting to see how it will continue to redefine our fast-food experiences.
In conclusion, as AI integration in drive-thrus becomes more prevalent, we can expect a transformation in how QSRs operate, leading to a more efficient, customer-focused, and profitable industry. This technology isn’t just shaping the future of drive-thrus; it’s reshaping the entire QSR landscape. The future of fast food is here, and it’s powered by Artificial Intelligence.
Works Cited
“Top AI Statistics and Trends in 2023.” Edited by Rashi Maheshwari and Aashika Jain, Forbes, 26 July 2023, www.forbes.com/advisor/in/business/ai-statistics/.
TBA. “McDonald’s Is Using AI and Data to Optimize Its Supply Chain.” Future Supply Chain, 2023, futuresupplychain.wbresearch.com/blog/mcdonalds-ai-data-optimize-supply-chain.
Beck, Katherine. “Wendy’s Partnered with Google to Optimize Its AI Drive-Thru.” Tasting Table, 10 May 2023, www.tastingtable.com/1282195/wendys-partnered-google-optimize-ai-drive-thru/.
