“ We are going to continue to see the use and adoption of robotics and automation ,” predicts DeSantis . “ Four or five years ago , a brand might have had to spend an extraordinary amount of money to adopt those types of solutions . But with the technology having enhanced and increased and grown , the cost has come down a lot .
“ Across the industry , I think we ’ ll start to see a lot more brands adopt those technologies ,” she comments . “ We ’ re not getting those million workers we lost back , so brands are going to have to figure that out and really adopt and move into that environment .”
Increasingly popular , the use of AI will also transform how restaurants operate in future , particularly when combined with business intelligence .
“ There are a number of learnings that you can get from the BI and the AI to be able to customise and personalise that customer journey or engagement ,” she adds . “ I ’ ve been saying it probably for three or four years now , but AI is no longer ‘ big brother ’. “ It ’ s not the creepy technology that knows the things that I like or what I order when I come in , what day that I order for my family and pick that up . That experience is the expectation of our consumers now . And so I think that ’ s going to be a big thing that restaurants continue to innovate and adopt .”
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