AI and Automation Set to Transform the Restaurant Industry, Says Toast CEO

A recent interview with Toast CEO Aman Narang sheds light on how AI and technology are poised to reshape the restaurant industry in the coming years.

Key insights into the future of AI-enabled restaurants: Narang believes that AI will play an increasingly significant role in automating various aspects of restaurant operations and enhancing the customer experience:

• AI-powered CRM platforms can help restaurants generate demand by automating thoughtful marketing campaigns and AB testing, reducing the need for manual work.
• Toast’s AI chat assistant, Sous Chef, provides restaurateurs with actionable insights on menu pricing, staffing, and demand forecasting based on data analysis.

Automation and personalization in the restaurant ecosystem: While some manual tasks in restaurants are ripe for disruption, Narang sees a balance between automation and the human touch:

• Back-of-house tasks like scheduling, inventory tracking, and food prep are likely to see more automation through AI and robotics in the mid-term.
• In the front-of-house, AI can enable personalized experiences, such as recognizing customer preferences and allergies, optimizing yield management, and streamlining the checkout process.

Data-driven decision making for restaurants: Toast’s benchmarking tool helps restaurants make informed decisions by comparing their performance to similar establishments in their area:

• Restaurateurs can gain insights into menu pricing, staffing levels, and supplier choices, enabling them to optimize their operations.
• AI can suggest menu items based on popularity in the restaurant’s zip code, helping owners adapt to local trends and preferences.

Navigating challenges in the industry: Narang acknowledges the difficulties faced by restaurants, particularly small business owners, in dealing with inflation, labor shortages, and the need to balance costs with customer expectations:

• While restaurants have had to pass on some costs to customers, they must be thoughtful in their approach to maintain customer loyalty.
• Technology platforms like Toast aim to support restaurants by simplifying operations, reducing manual work, and providing data-driven insights to help them navigate challenges.

Wrapping up: As AI and automation continue to advance, the restaurant industry is poised for significant transformation in the coming years. While technology will likely streamline many aspects of restaurant operations, the human element will remain crucial in delivering memorable dining experiences. As Toast and other innovators in the space continue to develop AI-powered solutions, restaurateurs will need to strike a balance between embracing new technologies and maintaining the personal touch that keeps customers coming back.