Exploring Generative AI’s Potential
With generative AI continuing to grab headlines, panelists shared their thoughts on where this emerging tech can have the biggest impact.
While using generative AI to improve customer service is “a no brainer at this point,” Trendell pointed out that if the AI experience falls short for the customer, there is a direct negative correlation to traffic. Operators then need to ensure that the AI their using is not only accurate but can detect sentiment.
“Detecting sentiment is a massive differentiator between natural language processing and where we’re at with multimodal generative AI. It’s just night and day in terms of the experience,” she added.
According to Shetty, using AI well also means empowering team members by optimizing their workflow – by having AI take over job processes that don’t require a human touch – so that the staff doesn’t have to perform menial tasks and can instead spend more time interacting with the customer.
“They’ll be in a better mood, they’ll do their job better and the customer will pick up on that and want to come back.”
Similarly, using AI for training materials is an exciting development, says Drapeau.
“Inputting training information, creating realistic environments, and allowing new hires to interact with and train in that virtual environment first – before throwing them into the fire – could play a significant role in helping restaurants retain staff when turnover rates are so high.”
Final Thoughts: Strategic Partnerships and Infrastructure Matter More Than Ever
As the session wrapped, each panelist offered a parting thought for operators navigating 2025’s technology landscape.
According to Shetty, brands are operating during a time where there is quite a bit of change and “unknown” surrounding them. This understandably makes technology leaders hesitant to invest in something that may not deliver the ROI they need. But he encouraged operators to embrace tools that will ultimately allow staff members to remain focused on what makes the brand special: great food and great customer services.
Naumann pointed out that restaurants continue to deploy new devices within their locations and now they’re layering AI on top of that.
“The amount of bandwidth and compute power each restaurant location is going to need is just continuing to grow. So make sure you ensure there is a fast, reliable, and secure network to be the foundation for all of these new technologies you’re deploying.”
Drapeau recommended that operators be really strategic when it comes to making technology implementation decisions and to not be afraid to push on their vendors for help.
“You don’t need to do this alone,” he added. “Find a vendor with a proven track record, ask a lot of questions, use an RFP, and you’ll be alright.”
