We just got back from FSTEC 2024 and the future of restaurants is looking pretty exciting. This year’s conference brought together leaders in the food service industry, serving up the latest and greatest in restaurant tech. From the power of Artificial Intelligence to innovations in payment solutions, this year’s event wasn’t just a tech show—it was a peek into how tomorrow’s restaurants will run smoother, faster, and smarter.
Here’s a look at what we saw at FSTEC 2024:
The Rise of AI in Operations
A major theme throughout the conference was the continued rise of artificial intelligence (AI) in restaurant operations. Conversations centered around AI dominated the floor, highlighting its crucial role in streamlining inventory management, optimizing labor strategies, or enhancing customer service. It was clear that AI is at the forefront of innovation and here to stay.
AI is increasingly being leveraged to enhance back-office inventory management. AI platforms provide real-time insights and enable automated inventory counts, empowering restaurants to optimize workflows and improve customer engagement. The ability to access precise data reduces human error and increases efficiency, allowing managers to make informed decisions faster.
AI is also playing a crucial role in enhancing customer-facing solutions in the drive-thru. Recently, QSR brands have started implementing AI-powered ordering tools in the drive-thru, to improve order accuracy, upselling, and speed of service. This integration not only speeds up drive-thru operations but also enhances the overall customer experience.
Automated systems are stepping in to fill the gaps, allowing staff to focus on providing exceptional service while back and front-end processes run smoother and faster than ever before. As these AI-driven solutions become more prevalent, the potential for increased operational efficiency and customer satisfaction continues to grow, further solidifying AI’s role in the industry’s future.
There’s a Growing Demand for Digital and Contactless Payments
Payments have always been a focal point at FSTEC, but this year it was clear that the future is entirely digital. The conversation around digital wallets, mobile and contactless payments, and embedded payment systems dominated the floor. Restaurants are moving beyond traditional payment systems, with many operators now adopting flexible, integrated payment solutions that are built specifically for the restaurant industry.
Contactless payments are leading this shift, providing a seamless and convenient way for customers to complete transactions. Not only are these systems convenient, but they are also enhancing security, streamlining transactions, and offering new ways to engage with customers through loyalty tie-ins. As more restaurants embrace digital and contactless payments, the entire customer journey, from ordering to paying, will be more frictionless than ever before.
Technology’s Impact Goes Beyond Operations
As impactful as technology is on restaurant operations, its influence on the customer and employee experience is just as significant. PAR CEO, Savneet Singh, alongside Jeff Caplan, Senior Vice President and CIO at Hooters of America, and Sean Thompson, VP of IT at Freddy’s Frozen Custard & Steakburgers, explored this theme during a panel discussion at FSTEC. The consensus was clear: technology has the power to streamline operations and enhance customer experiences. However, it should remain in the background, enhancing, but never overshadowing the human elements of dining.
As Jeff Caplan put it, “Within our business, if you are running around because you’ve had hacks [or] network downtime, you can’t do all the fun stuff. So, the first thing you do is get your foundation down and make sure that you have good data. Make sure you have safe and secure data, and you don’t have to spend as much time running around playing defense.” With these basics secured, operators can stop worrying about disruptions and start focusing on enhancing service and providing great experiences.
At Freddy’s Frozen Custard & Steakburgers, flexibility is key. Thompson explained that their goal is to empower guests to order and interact with the brand in whichever way suits them best. “You can order it in a restaurant. You can order it digitally, you can earn it, you can redeem it. All of these things just happen all together, just like a good DJ makes everything work,” said Thompson. By allowing technology to operate seamlessly behind the scenes, Freddy’s can focus on creating smooth, memorable experiences for every guest.
Laying a strong foundation and integrating solutions that operate seamlessly in the background allows restaurants to elevate both operational efficiency and guest satisfaction. The right balance between technology and human interaction is what will ultimately drive success in today’s evolving dining landscape.
As we wrapped up our time at FSTEC 2024, one thing was certain—restaurants are on the brink of a transformation, and technology is at the heart of it all. It is clear that the future is here, and it’s full of possibilities for those ready to embrace change. Whether you are an operator looking to streamline your business or a tech enthusiast curious about what’s next, FSTEC 2024 proved that the intersection of food and technology has never been more exciting.
