AI Adoption in Restaurants: Challenges and Opportunities

Strategic Insights -

Despite the plan to increase investments in AI technologies, restaurant executives face hurdles in widespread adoption, particularly in areas like self-service kiosks. A Deloitte report highlights key findings from a survey of 375 global restaurant executives, revealing that nearly 82% intend to boost AI investments in the next fiscal year to enhance customer experience, improve operations, and strengthen loyalty programs. However, significant challenges remain, including identifying the right use cases, managing risks, and ensuring organizational readiness for AI adoption in critical areas.

Key Takeaways:

  • 82% of surveyed restaurant executives plan to increase AI investments in the next fiscal year, primarily to enhance customer experience (60%), improve operations (36%), and strengthen loyalty programs (31%).
  • 52% of brands and 84% of operators surveyed report high customer experience impact from existing AI investments, such as in-app or in-kiosk recommendation engines.
  • Identifying the right use cases (48%) and managing risks (48%) are cited as the top factors hindering AI deployment, including for advanced self-service solutions.
  • Less than half of respondents believe their organizations are ready for AI adoption in critical areas, such as strategy (43%), technology infrastructure (39%), operations (34%), risk and governance (28%), and talent (27%).
  • The report highlights the use of voice AI in drive-thrus as an emerging application, complementing existing self-service options.
  • Customer experience and inventory management are leading the initial wave of AI adoption, followed by customer loyalty and employee experience, and then food preparation and new product development.

Statistics:

  • 375 global restaurant executives were surveyed in Q4 2024.
  • 82% of surveyed executives intend to boost AI investments in the next fiscal year.
  • 60% of executives plan to use AI to enhance customer experience.
  • 52% of brands and 84% of operators report high customer experience impact from existing AI investments.
  • 48% of respondents cited identifying the right use cases as a top factor hindering AI deployment.
  • 43% of respondents believe their organizations are ready for AI adoption in strategy.

Sources:

  • "How AI is Revolutionizing Restaurants" report, Deloitte.
  • Press release on the findings, Deloitte.
  • Quote by Evert Gruyaert, Deloitte's restaurants and food service industry leader.