2 November 2023

Restaurant of the Future: Improving Guest Service Quality with AI

One of the first associations when it comes to the application of Artificial Intelligence (AI) in the restaurant industry is the improvement and optimization of restaurant processes. While this is accurate, it is not the only association – we must not forget who restaurant concepts are meant for: the Guests. Today we would like to introduce solutions that, with the help of AI, can positively impact the quality of guest service in restaurants and gather valuable information after their visit.

Assessing Service Quality

One of the key factors for success in a restaurant is the quality of guest service, often associated with waiters. There are various forms of service in the restaurant industry, and even if there are no waiters, there is still some form of a servce. Its quality is just as important as the quality and taste of the dishes served, which are often seen as the main factors affecting guest satisfaction. There is a belief that even the best dish won't win the guest's satisfaction unless the service doesn't meet the expectations. This illustrates the impact of service quality on a restaurant's success and the important role played by the staff who directly serve the guests.

Another crucial aspect is the popularity of sharing experiences on the Internet after dining at a restaurant. Social media, online forums, and gastronomy-related websites are full of guest opinions and reviews. Analyzing these opinions can provide valuable insights into guest needs and expectations, as well as the performance of the restaurant's staff, i.e. the service. The potential for using AI in this aspect is significant and offers many possibilities. Restaurants can employ AI-based systems that allow guests to rate their experiences, share their opinions, and highlight exceptional service moments in real-time using their smartphones or tablets. The latter could become a permanent fixture in restaurants, replacing the traditional way of placing orders, as is already the case in many popular fast-food establishments. This continuous flow of information would enable restaurants to respond more quickly to emerging issues and streamline the feedback collection process. Due to the volume of reviews and their presence on various communication channels, managing opinions is a significant challenge, but once again, AI comes to the rescue. AI-based systems can detect negative comments across all sources. A specialized algorithm can identify a recurring phrase like "cold fries" in comments and provide information about the place and time of such incidents. The generated report can indicate that there is a problem with the waiting time for ordered fries in a specific restaurant (chain restaurant). Another solution that can prevent such situations involves continuous monitoring of the food preparation process. Cameras and AI-based vision systems can help track food quality and inform the staff of potential issues, such as when a dish has been waiting too long to be served to the table.

New Generations of Guests

Restaurants are increasingly embracing modern technological solutions, just like restaurant guests. This suggests that guests expect similar solutions, and we should meet these expectations. A significant number of restaurant guests now belongs to Generation Z, the group of people born after 1995. Members of this generation largely seek information on social media and from influencers, who play a significant role in their purchasing decisions, including restaurant choices. Generation Z seeks validation of their choices in their immediate environment and on the Internet, so restaurants should establish their presence there. It's essential to craft thoughtful and engaging social media communication to encourage new generations of restaurant guests to share their experiences, often in the form of photos and shared stories.

Creating a positive image of a restaurant in the online space is an essential aspect of business operations, and reviews, especially positive ones, are a part of it. Some guests need no encouragement to leave opinions and comments, but from a business perspective, it's essential to take action and not leave it to chance. Several ways can achieve this, and smartphones and QR codes, increasingly used in gastronomy, come to the rescue. QR codes are most commonly used for presenting menus, but this is just the beginning of their potential. In addition to the menu, guests can receive personalized recommendations based on order history or individual preferences, all thanks to Artificial Intelligence and appropriate algorithms. QR codes also offer the advantage of direct redirection to the restaurant's fan page, where guests can share their experiences. Incentives to leave reviews can be promotions chosen by the restaurant. This has the additional benefit of minimizing the chance of negative comments from guests. This non-verbal mode of communication is especially crucial for Generation Z. To meet their needs while maintaining a competitive edge in the market, implementing such solutions is the way forward.

Understanding Guest Needs Better

We now know how crucial it is to maintain a positive restaurant image online and on social media. Thanks to guest opinions and comments, gastronomic establishments gain valuable feedback on service quality, the attractiveness of the menu, the quality of dishes served, and overall guest satisfaction. Restaurants should find their own optimal way to manage opinions. Analyzing opinions and how the insights from this analysis can translate into service improvement in the restaurant is another area where Artificial Intelligence comes into play. Opinions are valuable data, just like sales data or website and social media profile visit analysis. In reality, a data-driven approach goes beyond numbers; it provides a deeper understanding of guest needs and preferences. As a result, restaurants can tailor their menu, offerings, and marketing strategies to meet the growing expectations of guests. Owners of restaurants commit to continually improving their services to provide guests with exceptional experiences.


Artificial Intelligence (AI) is a growing force for innovation in the restaurant industry. It enhances operational efficiency, optimizes resource allocation, and supports guest loyalty by creating new experiences. There are even more possibilities for using AI technology in our industry, and we can't wait to see the results it brings. Implementing intelligent solutions that use AI technology can elevate the quality of guest service and help make data-driven decisions, which is especially crucial in modern business practices.

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