Restaurants Are Rushing Toward AI: Diners Want a More Careful Approach

Artificial intelligence is gaining momentum across food service as operators look for tools that improve consistency, accuracy, and personalization — all while relieving pressure on staff. According to Kings Research, the global AI in hospitality market, which includes hotels, resorts, and food-and-beverage operations, is expected to surpass $70 billion by 2031. Within that broader rise, food service is accelerating even faster. Virtue Market Research estimates the AI in food service category will expand from $8.3 billion in 2023 to more than $105 billion by 2030.

For restaurant operators, this growth reflects a practical shift: AI is increasingly being used to support teams, streamline operations, and improve the guest experience. The value isn’t in chasing shiny tech — it’s in removing the real operational friction that slows restaurants down and keeps teams from delivering their best service. To better understand what guests actually want from AI, HungerRush recently conducted a survey of 1,000 U.S. consumers to explore their attitudes toward AI in dining.

The survey shows two things can be true at once: 77% of diners will use AI for convenience, but 87% still expect genuine interaction with staff. They want the restaurant to run smarter — not colder.

For operators, this isn’t about choosing between people and technology. It’s about putting AI in the right places: the operational bottlenecks that slow teams down. When AI clears the noise so staff can focus on guests, hospitality gets stronger, not weaker.

Diners Want AI to Streamline, Not Replace

One of the most consistent themes in the survey was efficiency. Nearly half of respondents said they want AI to help shorten wait times and improve order accuracy. In other words, diners want technology to streamline service — not replace the people who deliver it.

We can all relate to the frustration of slow service, order mistakes, or long waits, especially in quick-service and fast-casual environments where guests expect speed. And most operators know the root cause isn’t mysterious. The operational friction behind those moments is often straightforward: staff juggling multiple tablets, busy phone lines, juggling walk-ins and online orders all at once, or orders getting delayed or coming out wrong because they have to be re-entered into the system.

AI can help in a few of these areas,  like handling phone orders so staff aren’t pulled in every direction, and sending real-time order status updates so the team can stay focused on the guests in front of them. But none of those enhancements replace genuine human hospitality; they simply reduce the noise that gets in the way of it.

Personalization Through Loyalty

Loyalty programs are also a natural integration point for AI. Across the industry, AI is increasingly being used to help restaurants understand guest patterns and deliver more relevant offers — even if the underlying reward structure remains simple. In our survey, 64% of diners said they’d be more likely to enroll in or use a restaurant’s loyalty program if artificial intelligence helped tailor rewards or offers. And even without complex personalization, loyalty programs that offer cross-channel redemption allow guests to feel recognized no matter where they order — on-premise, online, or through the app. That finding reflects a broader trend: diners still respond to value, but they want offers that feel aligned with their preferences rather than one-size-fits-all promotions.

AI for Transactions, Humans for Connection

More than half of consumers (52%) have already interacted with AI-powered chatbots or recommendation tools when ordering food. This is encouraging news for restaurants exploring where technology fits into the guest journey. When these tools are trained on accurate menu details, pricing, and item availability, diners are generally open to using them for quick questions or straightforward orders. But balance matters. While guests welcome tech for simple, transactional moments, 63% worry about losing human interaction when automation goes too far. The restaurants that succeed will be the ones that pair efficient technology with genuine human connection.

AI That Supports, Not Replaces, Hospitality

As restaurants explore where AI fits into their operations, the real question isn’t whether to use it — it’s where AI meaningfully improves the shift. Guest expectations are changing, and teams are already juggling more channels, more orders, and more pressure than ever. AI becomes valuable when it removes complexity, supports faster decision-making, and gives staff more room to actually take care of people.

Used well, it’s not replacing hospitality; it’s clearing the runway for it.

Here are four practical ways operators can make that happen:

1. Use AI to Free Up Staff Time

One of the most immediate benefits of AI is removing mundane operational work from employees’ plates. AI systems can handle tasks such as managing incoming orders, automating phone ordering, reconciling payments, and reducing manual steps that slow down service. By automating these time-consuming duties, staff can dedicate more energy to engaging diners, answering questions, and building relationships. That’s the core promise of AI: take work off the team’s plate so they can take care of the guest.

2. Offer Guests a Choice in Their Experience

While most diners are open to using AI for convenience and speed, they don’t want to be locked into automated paths. Some prefer to quickly place their order via chatbot or kiosk, while others want the warmth of a greeting or the option to ask for help from a team member. Providing both paths – self-serve and human-led – allows restaurants to respect guest preferences and avoid alienating any segment of customers. Choice is the simplest way to protect hospitality while modernizing service.

3. Keep AI in the Background Where It Adds Value

Some of the most powerful AI applications in restaurants happen behind the scenes. Tools like demand forecasting, inventory optimization, and scheduling intelligence are not visible to guests, but make a meaningful impact. AI that quietly supports consistent service and accurate order delivery often adds the most value. Not every AI win needs to be guest-facing — operators know the biggest impact often comes from the operational systems guests never see.

4. Train and Empower Staff for AI-Augmented Roles

When AI takes on more operational tasks, particularly at peak hours, it gives restaurant teams room to evolve. Teams cannot work at maximum capacity 100% of the time, and if they try to, the guest experience inevitably erodes. Restaurants also cannot instantly surge their staff during unexpected peak times. By allowing AI to step in and do things like answering calls that would otherwise be put on hold, both the employees and the guests have a better experience. When teams are equipped to work alongside technology, they can deliver more meaningful service. AI should expand what your people can do — not narrow it. The goal is a stronger team, not a smaller one.

2026 and Beyond

We are at a pivotal moment in the restaurant industry. Operators face rising labor costs, growing customer expectations, and pressure to modernize, all at once.

AI has the potential to reshape restaurant operations, increase efficiency, and strengthen customer relationships. But the HungerRush survey data reveals an important boundary: diners only embrace AI when it supports, rather than replaces, human staff. Guests still value empathy, connection, and face-to-face interactions more than click-and-go convenience, and they’re quick to notice when technology gets in the way of a good experience.

For operators, the path forward is practical, not theoretical. Use AI where it removes friction, tightens operations, and gives your team more room to take care of guests. Skip the use cases that add complexity or distance your staff from the customer.

The operators who win over the next decade won’t be the ones adopting every new tool. They’ll be the ones who use technology to reinforce the fundamentals: great food, great people, and great hospitality. Modernization only works when it strengthens the core of the business. If AI helps your team deliver a better experience, it has a place. If it gets in the way, it doesn’t.