FOOD & DRINK
BALANCING AI AND HUMAN INTERACTION
Is artificial intelligence the disruptor aiming to replace our human touch? Far from it, says Greg Bramwell, Director of Food at BaxterStorey, as he discusses how AI and human interaction can be used together to ensure the perfect customer experience.
In a world where technology is weaving itself into the fabric of our daily lives, businesses, especially in hospitality, are embracing artificial intelligence to streamline operations. The classic 9-5 workday is facing challenges in adapting to the varied schedules of today's professionals, given the rise of remote work and flexible hours. As a result, there is a bigger need for hospitality providers to promote flexible culinary experiences that encourage employee engagement and spending across morning, noon and night.
Enter AI, which has stepped in to ease things like waiting in queues and handling cash transactions, making lives more convenient. However, it is not a replacement for curating memorable experiences, as quality human interaction remains non-negotiable for clients and customers alike.
Boosting efficiency and experience Efficiency and experience are at the heart of integration. With AI, we can gather data, analyse consumer behaviours, and use our insights to plan menus strategically. For example, we’re seeing a demand for nutritious meals that reflect wellbeing and sustainability trends, and tapping into this can unlock the potential for increased spend per head. Businesses are expected to provide a more holistic working environment that considers their employee’s wellbeing and AI-generated data can fuel this proactive menu planning by incorporating more plant-based dishes or elevating beverage offerings to include more tea options.
Personalised nutrition is another of these trends, with AI making bespoke menu recommendations based on individual sleeping patterns, dietary requirements and health needs. It’s about more than just offering meals; it’s about crafting an experience that aligns with the wellbeing goals of customers.
On the sustainability front, AI aids in cost management and supports informed sourcing as suppliers can now share transparency on factors like road miles and carbon footprints. By highlighting options that aren’t popular
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amongst customers, we can remove these items from our menus to minimise food waste.
In the era of flexible working, AI is transforming workplaces into grab-and-go hubs, catering to the needs of workers from morning to night and offering a well- rounded catering experience.
Empowering employees AI isn't here to replace our hospitality teams; it's a helpful companion, reducing errors and freeing up time for workers to focus on delivering exceptional customer service, which is the very essence of the dining experience.
We have introduced innovative technologies such as Amazon’s Just Walk Out, a check out free micro- supermarket which has been seamlessly integrated into our retail space at location. This groundbreaking technology allows our teams to step away from traditional payment counters and tasks that can be managed by AI - and instead redirect their efforts towards creating a more immersive, personalised, and entertaining dining experience for customers.
Creating the perfect balance So, is AI the disruptor aiming to replace our human touch? Far from it. Rather, it is an ally when creating and delivering game-changing experiences in response to ever-changing working habits. It enhances efficiency and allows hospitality spaces to remain open after hours - giving businesses a route to providing a more balanced work-life experience. However, human interaction and retaining talent remain invaluable; our clients value exceptional customer service, and AI supports us in minimising risks, managing costs, and elevating the overall hospitality experience. Most importantly, we can create a hospitality offer that attracts customers with a menu that appeals to them and builds loyalty.
https://baxterstorey.com
twitter.com/TomorrowsFM
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