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Employee and consumer concerns over inaccuracy and inefficiency have proven true at some chains, so operators must slow-roll AI tools to ensure they solve more problems than they create, experts said.
AI implementations in restaurants, like Starbucks' inventory system and McDonald's automated order-taking, have faced setbacks due to underperformance and public backlash. Executives express concerns about intellectual property issues, customer data misuse, and damage to brand loyalty from public-facing AI failures. Employee anxiety over job displacement, increased workload, and a perceived loss of human touch in hospitality further contribute to the pushback, leading to declining morale.
Despite the noted risks and challenges, restaurant leaders are not deterred, with nearly 80% planning to increase their AI investments in the next fiscal year. This continued commitment is fueled by the expectation that AI will significantly improve customer experience, streamline operations, and enhance loyalty programs. AI has already demonstrated effectiveness in handling repetitive, data-intensive tasks such as demand forecasting and scheduling, leading to greater speed and consistency in back-of-house operations.
Effective AI deployment in restaurants should begin with tools that improve operational functions without direct customer interaction, such as demand forecasting, inventory management, and staff scheduling. Experts advise starting small with pilot tests to identify and resolve challenges, ensuring AI empowers employees rather than creating friction. Crucially, restaurant leaders must avoid adopting AI faster than employees and consumers can accept, prioritizing communication with staff and actively listening to both employee and customer feedback to build a positive foundation for successful, long-term integration.