For more than 50 years, the quick-serve restaurant (QSR) model has been relatively unchanged.
Until recently.
Technology innovations and changing consumer behaviors are forcing restaurant chains to evolve or potentially fall behind competitors. Innovations related to payment processes, operations, employee safety, back-of-house efficiencies, and more are reshaping the QSR industry.
What are some of the latest QSR technology trends, and how are leading QSRs leveraging them in the real world? Let’s take a look.
1. AI-Powered Customer Experience
Artificial intelligence is touching every industry, including QSRs. New generative AI technology is being tested at some drive-through locations to help improve customer experiences. The large-language model will take orders, help understand special order requests, and generate responses, according to Nation’s Restaurant News.
The AI technology is expected to better understand slang and vocal cadence, and answer frequently asked questions. Using data, AI can also suggest popular add-on items based on a customer’s order, geographic location, time or day, or other criteria gleaned over time.
2. Interactive Digital Menu Boards
Digital menu boards aren’t anything new, but there’s a big shift in making static menu boards more interactive by customizing the experience based on customer loyalty programs. Once again, AI can analyze a customer’s data, past orders, behaviors, the time of day, and even weather conditions to recommend products with a higher likelihood of converting. Bluetooth, scanning, or near-field communication (NFC) can further personalize their experiences and are popular QSR tech trends.
3. Standardized Technology
QSR brands may have multiple locations across a region or the country. Many new locations are being built with smaller footprints and dining areas in response to a higher percentage of carry-out, delivery, and drive-through orders. Adding to the challenge, restaurant locations that were established more than a decade ago may have disparate systems from those built in the last few years.
A QSR’s technology infrastructure and customer experience need to be repeatable and scalable from one location to the next. One example includes upgrading to CAT6 structured cabling and the access panels necessary to future-proof multiple facilities. However, upgrading all of your building locations to the same design and standards can be a big lift. You can help alleviate the administrative burdens, consolidate vendors, and find efficiencies and cost savings by working with a technology partner that can service all your locations.
RELATED: QSR Standardizes 237 Locations Throughout Southeast US
4. Improved Space Utilization and WiFi
While some brands are trimming back in-person dining areas, others are doubling down by creating a destination for remote workers. Strategic placement of work surfaces and comfortable seating are being combined with enhanced WiFi capabilities and more tech plug-ins for devices.
The addition of occupancy sensors can help QSRs determine traffic patterns and peak hours, and also count the number of customers in a space to help you understand footfall patterns. Is a corner of your dining area underutilized? It could be an optimal space to remove large booths and, instead, install individual tables that double as workspaces for patrons. Occupancy sensors can take the guesswork out of building control and allow you to make these kinds of data-driven decisions.
5. Smart Kitchens
The Internet of Things (IoT) is reshaping the QSR industry, especially in the back-of-house. Smart fryers and cooking equipment are equipped with sensors for real-time monitoring, helping to ensure food is cooked properly and that devices are safe. Sensors also help to manage inventory controls, keeping an eye on expiration dates and even triggering automatic reordering when levels dip below certain thresholds.
A major benefit of IoT sensors is enhanced safety, including fire detection, fire suppression systems, and smoke or vape sensors, helping to ensure a safer working environment. Expect to see more IoT innovations behind the scenes.
6. Employee & Guest Safety Tech
Security cameras and access controls are commonplace in many QSR restaurants to help deter theft. Beyond loss prevention, however, AI-enabled security systems are helping to identify potential threats and assailants.
Cameras can include advanced optical character recognition (OCR) to record license plates of vehicles in the drive-through lane or other exterior locations, and tech that uses facial recognition to identify repeat offenders is being tested. While this kind of technology is effective, QSR leaders need to consider the ethical implications.
Occupancy sensors, intrusion alarms, and safety tech can detect unusual activities or aggression — even gunshots — and automatically alert local authorities. Security cameras can do more than help keep patrons and employees safe. They can also provide a wealth of data to inform business decisions based on customer behaviors, speed of service, peak hours, restaurant layout, service bottlenecks, and much more.
Learn more about the latest in AI-enabled security technology by accessing our AI in Retail Security eBook below.
QSRs, whether global brands or regional chains, can leverage the latest technology and scale their technology stack to meet their needs now and in the years to come. A problem is that some franchises are growing so fast that their internal IT teams can’t keep up.
That’s why it’s critical to work with a technology provider that can assess, design, and implement solutions holistically and broadly across all locations. At ASD, we work with general contractors and IT teams during the design phase to ensure alignment and scalability, and our nationwide team of technicians can provide both in-person and remote support throughout the United States.
Connect with the technology experts at ASD. Our team serves QSRs across the country, helping them to improve their operations, customer experiences, and bottom line.
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