Does it Make Sense to Automate?

Restaurant automation is the use of technology to perform various tasks and functions in the food service industry, such as ordering, cooking, serving, and payment. Restaurant automation can offer many benefits, such as increased efficiency, reduced human error, labor cost savings, data collection and analysis, etc. For example, according to a report by McKinsey, automation could reduce the need for wait staff by up to 73%, and save up to $9 billion in annual wages in the US alone. However, restaurant automation is not a one-size-fits-all solution, and there are some aspects of customer service interactions that are better left to human staff. In this article, we will discuss the parts of customer service interactions in restaurants that it does not make sense to automate, and why they are important for customer satisfaction and loyalty.

One of the parts of customer service interactions in restaurants that it does not make sense to automate is greeting and seating customers. This is the first impression that customers have of your restaurant, and it requires a friendly and welcoming attitude that robots may not be able to replicate. A human host or hostess can also gauge the mood and preferences of customers and assign them to the best table and server for their needs. For example, a human host or hostess can notice if a customer is celebrating a birthday, anniversary, or other special occasion, and offer them a complimentary drink, dessert, or decoration. A human host or hostess can also accommodate customers who have special requests, such as a quiet corner, a window view, or a high chair. A robot may not be able to handle these situations, or may make customers feel uncomfortable or unwelcome. A human host or hostess can also gauge the mood and preferences of customers and assign them to the best table and server for their needs³.

Another part of customer service interactions in restaurants that is better left to human staff is taking orders and making recommendations. While voice kiosks and tablets can automate the ordering process, they may not be able to handle complex or customized orders, or offer personalized suggestions based on customer preferences, dietary restrictions, or special occasions. A human server can also upsell menu items, drinks, or desserts, and build rapport with customers through small talk and humor. For example, a human server can ask customers about their preferences, allergies, or dislikes, and recommend dishes that suit their tastes and needs. A human server can also suggest items that are popular, seasonal, or on promotion, and persuade customers to try them. A human server can also engage customers in conversation, and make them feel valued and appreciated. A human server can also upsell menu items, drinks, or desserts, and build rapport with customers through small talk and humor⁴.

A third part of customer service interactions in restaurants that is better left to human staff is handling complaints and feedback. When customers are unhappy with their food, service, or experience, they may want to speak to a human manager or server who can empathize with them, apologize sincerely, and offer solutions or compensation. A robot may not be able to understand the nuances of human emotions, or respond appropriately to different situations and personalities. For example, a human manager or server can listen to customers’ complaints, and acknowledge their feelings and frustrations. A human manager or server can also offer customers a refund, a replacement, a discount, or a free item, depending on the severity of the problem and the customer’s expectations. A human manager or server can also follow up with customers, and thank them for their feedback and patronage. A robot may not be able to understand the nuances of human emotions, or respond appropriately to different situations and personalities⁵.

In conclusion, restaurant automation is a promising and innovative trend that can offer many benefits to the food service industry, such as increased efficiency, reduced human error, labor cost savings, data collection and analysis, etc. However, restaurant automation is not a one-size-fits-all solution, and there are some aspects of customer service interactions that are better left to human staff, such as greeting and seating customers, taking orders and making recommendations, and handling complaints and feedback. These aspects require a friendly, personalized, and empathetic approach that robots may not be able to provide. Therefore, it is important for restaurant owners and managers to balance automation and human interaction, and to consider the needs and preferences of their customers, staff, and stakeholders. Restaurant automation is not a threat, but an opportunity, to enhance the quality and experience of dining out.

Sources:

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(2) Restaurant Automation: 10 Techniques to Try in 2024. https://orderable.com/blog/restaurant-automation/.
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