INNOVATION


Robots and humans in harmony


From running orders to bussing tables, from the dirty work to dish delivery, Servi is the robot that is helping servers to focus on human interactions and, in the restaurant setting, earn more money from tips. Designed by former Google software engineer John Ha, Servi is taking on the dirty jobs in more and more restaurants and senior living facilities, using its interchangeable trays to serve drinks and food, and to bus empty plates back to the kitchen. “Robots amplify the other human element of the servers that are there,” says Jim Livingston, vice president of sales at Bear Robotics. “It allows them to work larger areas and make more money in tips because they are covering more tables. And servers are always out front and available when a customer needs to make an order.” “The biggest challenge is getting past the


idea that the robot is taking over people’s jobs, which is so far from the truth,” he adds. “Everyone is already understaffed so we are not replacing anyone. The robot won’t call in sick, won’t complain, won’t change its shifts or be late to work. Customers react to them very positively, even giving them names, though they are really just a tool.”


consider remote ordering via customers’ own devices, or through technology installed at their tables. “Mobile-fi rst guest interaction has had a big impact, though adoption has not happened fully,” says Joseph Schumaker FCSI, president and CEO of FoodSpace and chair of the FCSI technology committee. “That is starting to fl ip, and the pandemic has accelerated it, especially with the development of ordering apps. We were talking about the use of personal devices and contactless long before the pandemic, but the adoption rate was low – less than 3%. Now it is more than 50% in some segments, even though the technology has not improved that much. It existed fi ve years ago.” The eff ect of the pandemic cannot


be overstated. As Schumaker points out, the potential for digital ordering to revolutionize the way customers engage with foodservice operations has been there for many years, but its appeal did not grow as many had expected. “Covid has accelerated the digital side


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of every industry,” he says. “Twenty years ago there was a company that delivered groceries from any store and customers could order online. It failed because customers weren’t ready for their shopping to be done for them. Now, around 30% of groceries in the US are delivered. The pandemic poured gasoline on that process.” “Still, I don’t think we’ve broken


the last mile on delivery,” he adds. “But we have poured resources into the gig economy to get it done. We have Uber drivers delivering groceries now.” In future, that last mile might be handled by autonomous vehicles. Customers will order online from restaurants or grocery stores and driverless cars will pick up and deliver the order. “The technology is there and will get even better,” Schumaker says. “I’ve seen a semi-truck drive itself from Dallas, Texas to California without a driver. That tech is nearly available or exists already, but we’re maybe 10 years or more away from implementation – .” “Where we can create automation


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