New Data Reveals the Automation Features Guests Crave Most in Restaurants
Consumers continue to remain wary of fully automated dining experiences and the use of AI—impacting decision making and purchasing behaviors
NEW HARTFORD, N.Y. (May 20, 2025) – PAR Technology Corporation (NYSE:PAR), a global leader in enterprise foodservice technology solutions, today released its latest data snapshot, Consumer Preferences Snapshot: Restaurant Automation. Fielded by Dynata, the findings of this snapshot analyze data from 1,000 U.S. consumers* to capture sentiments and preferences around AI usage in restaurants, and its impact on engagement and purchasing behavior.
The data revealed that 60 percent of consumers surveyed prefer human staff versus AI-managed customer support, despite the potential for increased service efficiency. Additional findings indicate that 44 percent favor a balance of human staff and some technology, while 41% prefer no AI use at all in their dining experience. Respondents also shared two main concerns about AI in restaurants: the potential job loss for human workers (64%) and the lack of human connection or atmosphere (62%).
In recent years, the food service industry has undergone a rapid transformation of automation and increased technology usage. This has led to many perks for consumers, such as reduced wait times, contactless ordering, and more personalized offers and rewards. Even with these enhancements in service quality, consumers still value having a real employee on the other end providing services. Respondents noted that lack of human connection or atmosphere and potential job loss for human workers are major concerns when it comes to technology.
These findings underscore the need for a technology stack that truly understands and adapts to their customer needs—key to staying ahead in the industry.
“The future of dining isn’t a battle between humans and technology,” said Savneet Singh, CEO of PAR Technology. “The real winners will be those who use technology to reduce wait times, optimize menus, and create a more personalized dining experience—while still prioritizing the human touch. The right technology partners will understand this balance, designing solutions that enhance rather than overwhelm the customer experience.”
Additional key findings include:
- Gender gaps in acceptance: Men (33%) are nearly twice as likely to support AI replacing human restaurant workers to women (17%).
- Generational divides in tech preferences: Millennials (35%) and Gen Z (34%) are far more supportive of AI replacing human restaurant workers.
- Consumer preferences impact attitudes and action: 33% of all respondents have avoided restaurants because of too much self-service technology.
- Ethics and comfort around AI: 37% of all respondents feel uncomfortable with AI-driven personalization compared to 33% who do feel comfortable. Additionally, 36% believe a restaurant is “more ethical” if it does not use AI, compared to those who see no ethical difference (30%).
- Tech’s impact on tipping: 56% of all respondents would reportedly not tip an AI system, while 22% would either tip or at least consider tipping, depending on the service.
Read the full Consumer Preferences Snapshot here.
*The survey was conducted online in March 2025 by Dynata, with a total of 1,000 U.S. consumers participating. The data was compiled and analyzed to ensure accuracy and representativeness of the target population.
About PAR Technology
For over four decades, PAR Technology Corporation (NYSE:PAR) has been at the forefront of technology innovation in food service, helping businesses create exceptional guest experiences and connections. Our comprehensive suite of software and hardware solutions, including point-of-sale, digital ordering, loyalty, back-office management, and payments, serves a diverse range of restaurant and retail customers across more than 110 countries. With our “Better Together” ethos, PAR continues to deliver unified solutions that drive customer engagement, efficiency, and growth, all to make it easier for our customers to manage their operations. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.
Media Contact
Sydney Schultice
PR Manager at PAR Technology
Sydney.schultice@partech.com
