How can AI help hospitality?

Everyone’s talking about artificial intelligence (AI), but what does it mean for hospitality and is it a help or hindrance? The Staff Canteen investigates how AI is being integrated into restaurant technology and unveils some of the latest advancements.

Type the words ‘AI’ and ‘chefs’ together into Google search and there at the top of the People also ask section is the question: “Can chefs be replaced by AI?”

It’s not a scenario we want to dwell on. But whether the question is being asked by chefs fearing a future where their jobs will be filled by robots, or by hospitality operators keen to cut labour costs, it doesn’t matter, because it’s not the one we should be asking.

Instead, “How can AI help hospitality?” might be a better query to tap into search. Because, while some of us envisage a dystopian future by accepting AI, the fact is, it’s already been incorporated into restaurant technology – everywhere from EPoS to labour scheduling – and when used in the right way, it can be beneficial.  

“AI can help operators provide better service to their customers, not by replacing people,

but by dealing with specific issues in a more efficient and time-saving way,” reassures Sally Critchlow, head of product at Access Hospitality, which has already incorporated AI into some of its software.

So, where can we find AI in hospitality, how is it helping exactly and how can we ensure it doesn’t take over our jobs?

EPoS and payment systems

Electronic Point of Sale (EPoS) systems have come on leaps and bounds in recent years, developing their capabilities way beyond simply processing payments. The biggest development is their ability to capture and present data, which aids operators in forecasting, personalisation of service, marketing and more.

It is AI that uses that data to further support operations, says Sally of Access Hospitality, whose EPoS systems are used by independent and multi-site operators including The Vineyard Group and Franco Manca.

“AI can assist with the personalisation of service by using data such as customer order history and favourite menu items to help tailor the experience to individual customer tastes,” she explains. “AI can allow a feedback mechanism for customers to use via voice or text, which will then ‘learn’ to improve future interactions and recommendations.”

Access is incorporating AI across its range of products using its own data secure platform Access Evo. It has even developed an AI assistant – named Evo Copilot to guide users through their products and explain how it all works.

EPoS and payments system platform Lightspeed is using AI to automatically create imagery a product description for individual menu items.

“This feature allows hospitality professionals to save hours on their menu and item creation and contributes to a smoother guest experience as they are provided, in some cases, with more detailed information about each item,” says Liam Crooks, EMEA MD at Lightspeed. 

Liam also notes that AI can aid operators with the capture of allergens or ingredients that cause intolerances, ensuring the ‘easy flow’ of data from front-of-house staff to the kitchen and improving food safety and compliance.

Going back to payments, if you have a fast-casual restaurant, or offer food-to-go, there are further AI-powered advancements to note.

Just Walk Out technology, which uses cameras and sensors to track customer selections and automatically charges them as they walk out (there is no checkout), is ‘making inroads in the restaurant industry,’ according to James Fry, senior vice president strategic expansion at Worldpay.

“Customers can simply enter, select their items, and leave, with payments processed effortlessly in the background,” he explains. The ‘frictionless approach’ he says, has the benefits of reducing wait times for customers, and allows staff to focus on customer service and food quality, rather than handling transactions. However, it does suggest the need for fewer workers.

Labour scheduling 

On the subject of employees. Let’s have a show of hands. Who enjoys putting the staff rotas together?

Anyone?

Staff scheduling can be a thankless task, so it’s one area where AI is stepping in to do the heavy lifting. But rather than suggesting the replacement of staff with robots, suppliers have developed software that utilises AI to forecast required staffing levels and works out the most efficient shifts for employees. Rotaready by Access and Planday from Xero are two examples of staff scheduling systems using AI.

Workplace management system Deputy, already in place at Gazette Brasserie and Barworks, uses AI to help with staff rotas, but also in compliance automation (ensuring work schedules comply with labour laws, for example), forecasting and even to help generate job descriptions.

In scheduling, AI uses algorithms to analyse historical data, real-time inputs, and business needs to create rotas that schedule the right number of staff at the right times.

“This reduces overstaffing, understaffing, and labour costs while maintaining fairness for employees,” claims CTO Deep Banerji.

Ben Dixon, CTO and co-founder of Sona, says his business is taking things further by integrating the next ‘wave of innovation’ into its workforce management platform.

“Traditional AI, or what used to be called ‘big data’ was great at analysing trends and avoiding big mistakes, much like early driving assist systems in cars. But today, cognitive or agent-based AI goes beyond helping you avoid problems. It seeks out opportunities for growth,” he explains.

“Sona’s AI doesn’t just rely on a handful of metrics like bookings or busy times. Instead, it processes and connects vast amounts of data from both internal and external sources—everything from stock levels and staffing data to local weather, theatre schedules, social media activity, and even nearby sporting events. This approach allows operators not only to meet demand but to optimise every facet of the guest experience and maximise revenue potential.” 

Ben believes AI-powered scheduling can help businesses become more successful.

“Staff can work sustainably, guests enjoy seamless service, and businesses consistently find new ways to exceed their goals. This isn't about replacing teams or adding extra pressure to hit targets; it’s about empowering them to focus on what they do best while AI handles the heavy lifting of forecasting and optimisation.”

Where else?

Other places you’ll find AI in use include CRM systems – Acteol by Access uses AI to create marketing campaign descriptions – and in those that support customer service. Access’ reservation system Access Collins offers CallAI as an additional service. This automated telephone reservation service can respond to questions diners have when they book a table, so staff don’t have to be on call 24/7.

AI can also be used to improve ‘operational efficiencies’ says Sally – alerting operators to potential problems such as fridge temperatures reaching thresholds ‘solving the problem, before it becomes a problem,’ she adds.

Tech suppliers aren’t standing still when it comes to AI. Lightspeed is looking to give its customers a deeper understanding of their own performance and how they measure up against local competitors by launching a new AI-powered Benchmarks & Trends feature in 2025.

“This cutting-edge tool uses machine learning to give restaurateurs the insights they need to help boost revenue, streamline operations, and gain a competitive edge in a crowded dining landscape,” claims Liam.

Deep at Deputy says ‘future AI’ will predict customer demand more dynamically, by incorporating external data, such as weather and local events, alongside existing internal data in its forecasting. It could also be used to monitor employee wellbeing, and even take over routine tasks, such as inventory management and dynamic menu optimisation.

Which leads us to tackle that difficult question – ‘can chefs be replaced by AI?’

It’s unlikely, according to tech suppliers who see AI taking on some of the repetitive, time-consuming tasks to free-up time to focus on the more human aspects of roles.

“It’s an exciting area of development for hospitality, but we have to strike the right balance between human-driven services and AI-powered interactions to create an exceptional guest experience,” says Sally at Access Hospitality.

Liam at Lightspeed agrees, and has a final word of caution to those looking to rely too heavily on AI. 

He adds: “Research has shown that Brits are well versed on AI technology in comparison to other European countries, however our latest customer survey results shows that three quarters of Brits are uncomfortable with AI-driven data collection suggesting a need for careful and transparent use of technology."

(Written by Emma Eversham)