8. Tech Tools Bump Up Customer Service

Context

On the hunt for restaurant technology that improves and enhances customer service, operators say they’re ready, set, to buy the right stuff.

What it means
Tech solutions, long seen as indispensable linchpins for back of the house and for management, are reaching further and applying their operational strengths to customer-facing uses. Sure, personalized food and service remain the industry’s solid cornerstones but technology is the turbo-charged wizard that’s driving the machine.

Get with the program! Tech tools that boost access, accuracy, speed, and personalization aren’t just embraced, but demanded by patrons,. Looking ahead to the coming year, here are key areas of focus for restaurant technology.

With the use of cash decreasing by 30% in Australia over the last 3 years, the convenience and preference for contactless ordering and payment systems is firmly entrenched, especially in QSRs and fast casuals. In fact, 69% of Australians said they felt secure enough using a mobile wallet to leave their physical wallet at home.¹⁶

Safety and convenience are paramount. Implementing contactless technology for ordering, payment, and check-in ensures a seamless experience. Whether it’s QR code menus, touchless payment terminals, or contactless check-in, these solutions enhance both safety and efficiency.

68.9 million
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_{^{payments in Australia estimated to reach 69.8 million in 2023}}

Improvements in kiosk ordering systems shorten lines, increase service speed, and often bump up check averages
Vending machines for the modern era and robotics that run entire coffee shops are making moves into colleges, healthcare, and B&I, allowing quality offerings on 24/7 schedules with no staffing requirements

Adoption of AI will increase in the restaurant industry, AI is already playing a crucial role in tasks like reducing food waste, enhancing marketing efforts, and optimizing staff schedules.¹⁷ However, in 2024, AI’s capabilities are set to advance significantly: AI is being seamlessly integrated into Point of Sale (POS) systems. This allows restaurants to automate processes such as stocktaking and provides intelligent menu and margin recommendations based on sales data. We can expect to see new programs that help restaurants optimize various aspects of their business. These include cost-cutting measures, improved customer service, automated inventory management, and customizing menus.

New uses for artificial intelligence (AI) will emerge at lightning speed. Initial forays: high- efficiency, bilingual order taker on phones and in drive-thrus, data crunching, forecasts, marketing, operational optimization, even predicting trends.

These technologies enable personalized guest interactions. By analyzing data, cafes and restaurants can tailor recommendations, loyalty programs, and marketing efforts.

_{^{Source: 16. https://www.mordorintelligence.com/industry-reports/australia-payments-market | 17. https://www.lightspeedhq.com.au/blog/restaurant-trends-2024/}}