Applebee’s and IHOP to Deploy AI-Powered Tech Support and Personalization
Applebee’s and IHOP are rolling out AI technology to enhance customer experience and streamline operations. Parent company Dine Brands plans to implement AI-powered tech support and a personalization engine across its franchise network. These advancements aim to improve service speed and customer interaction, amid increasing automation in the restaurant industry to address staffing shortages.
In an intriguing move, restaurant giants Applebee’s and IHOP are set to integrate artificial intelligence into their operations, both for customers and behind the scenes. Parent company Dine Brands is rolling out these AI tools across its extensive network, which includes over 300 franchisees and around 3,500 locations. This initiative was reported by the Wall Street Journal on June 20, with insights from Dine Brands’ Chief Information Officer, Justin Skelton.
According to Skelton, the rapid advancements in AI are set to fundamentally change operational protocols. “AI is moving quickly, and I believe it’s going to be embedded in everything we do,” he stated. The introduction of AI-powered tech support will enable tech staff on the field to quickly access the company’s database through natural language queries, eliminating the need for slower manual searches.
Additionally, a personalized experience is on the horizon thanks to a newly developed AI-powered personalization engine that analyzes customers’ past purchases. This engine will make tailored recommendations for dishes and promotions that may pique individual diners’ interests.
This personalization engine is not just for backend use — it will also be integrated into tablets used by servers and patrons. AI cameras will assist in identifying when tables need clearing, further streamlining the dining experience. Restaurant managers will benefit too, as AI will be assisting with staffing and various day-to-day operational tasks.
In August 2023, IHOP announced its strategic partnership with Google Cloud, aiming to enhance its digital ordering through Google’s Recommendations AI technology. They touted that the collaboration would improve online ordering efficiency, making it easier for customers to place orders and discover menu items tailored to their preferences.
The restaurant industry is seeing a surge in the adoption of technology, particularly as staffing shortages loom. A report from PYMNTS Intelligence in collaboration with American Express reveals some encouraging stats—67% of restaurants that embraced automation noted tangible improvements in diners’ experiences.
In a separate instance of AI’s influence, Chipotle reported on June 13 that they reduced their hiring time by 75% by utilizing an AI hiring platform. Furthermore, SoundHound AI highlighted that their voice AI solutions are now deployed by seven of the top 20 quick-service restaurants, enhancing efficiency across various customer interaction points, including drive-thrus and mobile apps.
The integration of AI technology by Applebee’s and IHOP represents a significant shift in how these restaurants operate, particularly in response to staffing shortages. The planned personalization features aim to enhance customer experience and streamline operations. As the restaurant sector continues to grapple with challenges, it seems AI is becoming an indispensable tool for improving efficiency and engagement.
Original Source: www.pymnts.com
