Automation in Restaurants: The return on experience of human and machine

The pandemic has revealed a permanently altered restaurant landscape. Consumers have heightened expectations around speed, accuracy, intelligence, and automation — and are more receptive than ever to new technologies. And yet, most consumers are unwilling to let go of that human aspect, continuing to prove that human beings still are, and will continue to be, a critical part of the restaurant experience.

As we design fully automated restaurants of the future, technology should be integrated thoughtfully as a strategic enhancement and extension of existing employees. Ultimately, the highest ROE will come from restaurant experiences that can balance both humans and machines in highly visible, “on-stage” areas and less visible, “off-stage” ones.

Conducted in partnership with ENGINE Insights, this research draws on the results of a 3-day online omnibus CARAVAN® survey with 1,002 demographically representative U.S. adults ages 18 and older.