Online Ordering 2024 Trends: Using AI

Repeat business comes down to:

• Convenience

• Speed  

• Quality 

Today’s restaurants and convenience stores are using artificial intelligence (AI) to help.

From personalized recommendations to automated review responses, AI is a game-changer. We expect this to continue in 2024 and beyond. 

AI can streamline operations and help you keep more customers. According to Deloitte, customers want businesses to use tech like: 

• Voice ordering systems 

• Drone deliveries

• Kitchen automation

Many AI tools are part of a wave of pilot programs that began at restaurants and c-stores in the last year. 2023 will likely be remembered as the year artificial intelligence became common in restaurants . 

Let’s look at four areas where artificial intelligence tools can help. 

#1: More Personalization and Loyalty

If you’ve ever used Netflix, you know that AI can make recommendations to customers based on what they like. The same is true for restaurants and c-stores.  

With a first-party online ordering system gets data from guests, operators can use AI to suggest up-sells and based on:

• Past orders 

• Flavor profiles

• Popularity  

AI-driven menu clustering helps guests find what they’re looking for. This helps increase sales and happiness. 

When combined with loyalty program data, AI menu clustering can help make better promos. Using this tip, one burger franchise was able to get a 61x ROI.  

Guests are happier when they feel:  

• Recognized

• Heard

• Understood 

Measure your brand's customer loyalty, even when things are going well.

#2: Effective customer feedback response

If the guest has a good time, they are more likely to return. That’s why operators must measure the dining experience.

But it’s the response to customer feedback that matters more. Too often, managers don't have time to respond to customer feedback.

With AI, staff can respond to more comments. 

We’ve found that AI responses to bad ratings lead to more visits and better reviews from the same guests.

#3: Faster orders

Calling in to-go orders is still a popular guest behavior, and AI-enabled voice bots are making the process less cumbersome. Guests who call in can now get connected to automated systems that use large language models to guide guests through their orders with ease, eliminating hold times and reducing inaccuracies.

These AI assistants are also being implemented in drive-thrus, providing a seamless and efficient conversational interface that keeps the line moving along.

Kitchen flow automation is another category of artificial intelligence that’s keeping things moving, whether orders come in on-site, by phone, or online. By optimizing order preparation, operators can prioritize orders based on cooking time, order volume, and other factors, and route them to the appropriate kitchen stations.

The result is faster, more accurate order processing—and happier customers.

Driver dispatch automation makes the delivery process easier. With data, AI can improve delivery routes and lower wait times. Tracking systems give updates on where the driver is.

#4: More consistent guest experiences

The best thing about artificial intelligence technologies is that they keep learning and improving as they continue to analyze data.

By leveraging insights from AI, restaurants and c-stores can:

• Respond to guest needs 

• Create better marketing campaigns 

• Drive growth

Making decisions based on information is essential for success.

To get more data, use guest engagement platforms that combine:

• Online ordering

• Loyalty

• Other programs 

From personal recommendations to a better ordering process, AI is making food ordering easier for everyone.

As AI advances, we can expect even more from it in the next few years.