Make AI another member of the team

Cutting queues

In a customer-facing example of AI in action, Restaurant Associates needed to solve long queues at lunchtime for investment bankers. AI tray scanners provided the solution.

The self-checkout terminals do not process barcodes. Instead, the AI system identifies all items on a tray – from fruit to plated meals – via a 3D image scanner. The list of purchases appears on screen, and the electronic point of sale (EPoS) is ready for payment. 

The AI tills handle up to 20 transactions per minute at peak periods, as opposed to two transactions per minute with a person-managed till. This frees up staff to assist with customer service rather than simply keying items into a till.

Just as AI is at work behind every facet of our digital lives, it can also streamline and automate every corner of restaurant and hotel operations, from email marketing and labour forecasting to food waste reduction and predictive maintenance. 

Clean data sets and fully integrated cloud-based systems are the prerequisites to take advantage of AI-driven efficiencies. The onus is on vendors to highlight their AI capabilities and provide the necessary training and onboarding.

Scot Turner, founder of Auden Hospitality, says: “There’s a lot of automation built into the booking system we use at Noreen in Marylebone. We’re currently making around £4,000 a month from automated emails that give a friendly follow-up to customers who cancelled or didn’t show.”

Turner is also looking at deploying a voicebot to take bookings and answer FAQs at his Covent Garden restaurant RedFarm because the volume of calls is becoming an issue.

“The key to assessing the performance of bots is to track the resolution time, conversions and how often guests have to seek further support. These bots need to work alongside teams to be effective,” says Russell.

The Technology Buying Guide 2026

• Booking tools: Software that eases the path to the final click
• EPoS: Ways to make your electronic payment system work for you
• Guest experience: How to make the most of the digital touchpoints
• Property management systems: A practical guide to choosing your next PMS
• Workforce management systems: Organise shifts, take care of HR and look after your staff

Sponsored content

• How hoteliers are rethinking PMS with Apaleo
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• Reimagining hospitality: How Shiji powers hotels day and night
• Stampede – all your guest engagement tech in one seamless platform
• Dines: The POS that chose service over bots

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