Almost half of American food and beverage
company respondents (48%) in a recent AI study “expect AI to be used to improve efficiency in the future.”
The study, AI and Integrated Systems in the Hospitality Sector, was
conducted by guest engagement platform Paytronix’s parent company Access Group,
While only 1/3 (37%) of respondents said that they are actively “rolling out AI across multiple
departments of their business,” 47% of brands surveyed said that they either had early interest in AI and were just starting to explore the technology, or haven’t implemented it yet.
“Nearly half of brands expect AI to transform their efficiency, yet many are still figuring out where to start. AI and integrated systems hold tremendous promise for hospitality
brands—from improving guest engagement through richer first-party data and better analytics to building the consolidated platforms that enable smarter operations,” says Nonita Verma,
general manager, Paytronix.
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Besides improving overall efficiency, 32% of those surveyed expected AI to “improve customer experience and service quality,” while 29% are counting on
the data gleaned from AI to enable better decision-making through improved insights.
And while AI seems to be everywhere from the drive-thru to customer apps, only 35% said they believed that
they themselves were using the technology well, with 30% identifying the need for improvement in their own operations.
Staff training was one area that could be improved through the
implementation of AI, with 55% saying that staff and operational efficiency present a moderate to significant challenge for their business. Just over half (51%) said that forecasting and revenue
optimization is a challenge for their business, with “forecasting guest demand” and “predicting traffic” being the top difficulties.
The study surveyed 1,000
businesses in the hospitality industry as well as 8,000 consumers 18+ across the U.S., U.S., DACH region (Germany , Austria and Switzerland) Australia, Indonesia and India.