How AI Voice Orders Will Make or Break Your Restaurant (Oracle Warning)
The restaurant industry stands at the precipice of a technological revolution, and according to Amber Trendell, Senior Director of Market Strategy, Oracle Restaurants, we're closer to widespread AI adoption than many realize. In a recent episode of the Restaurant Masterminds podcast, Trendell painted a picture of an industry where voice AI integration, agentic systems, and dynamic personalization aren't just buzzwords—they're becoming operational realities within the next one to three years.
Voice AI Takes Center Stage in Drive-Thru Operations
Multi-unit brands are aggressively testing voice integration, particularly in drive-thru environments where the stakes couldn't be higher. "If that experience is poor, there's a direct negative correlation with actual traffic," Trendell warned, emphasizing that customers will literally stop visiting restaurants with subpar voice AI experiences. What's particularly intriguing is how these voice models will eventually migrate from drive-thru to mobile apps, fundamentally shifting customer interaction from "thumbing through a menu to just talking about the menu." This isn't pie-in-the-sky thinking—it's happening now, with brands conducting extensive pilots to perfect the technology before full-scale rollouts.
The Rise of Agentic AI and Ecosystem Integration
Perhaps the most compelling discussion centered on agentic AI—intelligent systems that can function autonomously across multiple platforms. Trendell described a future where AI agents make recommendations to businesses, which then get implemented across all touchpoints: fixed workstations, kiosks, drive-thru, mobile apps, and third-party aggregators. The real game-changer? As these models become more accurate and operators grow comfortable with AI understanding their brand values, we may see businesses simply "let the model run" without human intervention. This represents a fundamental shift from rule-based systems to dynamic, learning-driven operations.
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Personalization Meets Practical Implementation
The conversation revealed fascinating insights about consumer behavior, particularly around Gen Z's appetite for upselling—over 70% actively want to be upsold, compared to just over 50% of the general population. This data is driving sophisticated personalization engines that go beyond traditional loyalty programs. Trendell highlighted examples like license plate recognition triggering personalized offers and AI-driven partnerships between brands like ELF and Dunkin', where loyalty members vote on new products. These aren't just marketing gimmicks—they're driving actual purchases while deepening brand engagement without eroding margins.
The Kitchen as the Next Frontier
While much attention focuses on customer-facing technology, Trendell identified kitchen operations as where "the magic happens." As sales channels stabilize, the industry's attention is shifting to orchestration platforms that can prioritize orders based on multiple factors—VIP status, proximity data, order type, and fulfillment method. This orchestration extends beyond simple order management to intelligent systems that can, for example, expedite a VIP mobile order or optimize kitchen workflow based on real-time demand across all channels.
Looking Ahead: Experience Over Transaction
Despite Gen Z's preference for convenience and digital-first interactions, Trendell emphasized that the dining room isn't disappearing—it's evolving. The future lies in understanding when customers want efficiency versus when they're seeking experience. This nuanced approach to consumer behavior will drive the next wave of restaurant technology, where AI doesn't just process transactions but creates meaningful, personalized experiences that build lasting brand loyalty. For restaurant operators, the message is clear: the technology exists, the testing is underway, and the transformation is happening faster than most anticipated.
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