Why this matters
With customer expectations evolving, some restaurant leaders are turning to artificial intelligence (AI) to create new opportunities for growth across their operations. In its new report, "How AI is Revolutionizing Restaurants," Deloitte examines AI adoption, what is driving value, perceived challenges, and organizational readiness to scale AI effectively. The report reveals that AI investment and adoption differs across the industry as organizations seek to balance experimentation with operational focus, customer-facing innovation with back-of-house transformation, and high ambitions with organizational readiness.

AI investment focuses on the customer
AI has captured the interest and imagination of many business leaders worldwide, and restaurant executives are no exception. Deloitte found respondents indicated plans for AI investments, along with hopes for what such investments can help them achieve.

Adoption is expected to come in waves
Many respondents have already integrated AI into their day-to-day activities in various capacities. It may not be surprising that customer experience is leading the way given AI's prevalence across the consumer landscape, such as in-app or in-kiosk recommendation engines.

Restaurants using AI still have multiple challenges to overcome
Across the commercial spectrum, companies that have adopted AI at some level report a range of challenges.

Overall AI readiness remains in the prep stage
As their plans unfold for future AI deployments, some restaurant executives say their organizations may not have foundational elements in place to scale. 

• Readiness for AI adoption varies between brands and operators. Operators report being more prepared across strategy and operations. Brands, meanwhile, have the edge in technology infrastructure readiness. Both groups have relatively low levels of confidence and readiness in terms of talent and risk and governance.

Key quote
"As the restaurant industry appears to increasingly embraces AI, the journey to full-scale transformation is still a work in progress. Leveraging AI to create personalized experiences and deeper connections with consumers can be an effective strategy. However, to unlock AI's potential, leaders will likely need to balance innovation and operational discipline, strengthen governance, and address capability gaps to help optimize operations, boost margins and future-proof their business — in both the front and back of house."

—  Evert Gruyaert, restaurants and food service industry leader, Deloitte

The Deloitte report, "How AI is Revolutionizing Restaurants," is based on a survey of 375 global restaurant executives in 11 countries fielded during Q4 2024 (October – November 2024). For the purposes of this study, we defined "operators" as those whose organization owns franchise operations for one or more brands, owns a license for a brand in the market, or is from an operating group with restaurants under one or more brands.

About Deloitte
Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world's most admired brands, including nearly 90% of the Fortune 500® and more than 8,500 U.S.-based private companies. At Deloitte, we strive to live our purpose of making an impact that matters for our people, clients, and communities. We bring together distinct talents, technologies, disciplines, and an ecosystem of alliances to help tackle today's most complex business challenges and drive long-term progress. Deloitte is proud to be part of the largest global professional services network serving our clients in the markets that are most important to them. Bringing 180 years of service, our network of member firms spans more than 150 countries and territories. Learn how Deloitte's approximately 460,000 people worldwide connect for impact at www.deloitte.com.

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SOURCE Deloitte