Technology
How the latest technology, AI are transforming fast-food dining
QSRs are increasingly adopting advanced technologies like AI-enabled touchpoints, smart displays and self-service kiosks to meet consumer demands for convenience, value and personalized dining experiences.
June 13, 2025 by Michelle Connolly — Director of Sales, Managed Services & Solutions Group, Panasonic Connect North America
Quick Service Restaurants (QSR) provide customers with convenient food whether they are on the go or dining in. And 82% of consumers prefer going out to a restaurant instead of cooking at home — but are understandably prioritizing value during turbulent economic times. That's why the quality of the dining experience plays such a vital role in determining whether customers choose to dine out.
To provide a consistently positive dining experience, employees need tools to help them deliver exceptional service and ensure that orders are correct and out on time. Customers also want personalized experiences, no matter the kind of restaurant they are at, and advanced technologies enable employees to provide those experiences.
Numerous integrated technologies are helping QSRs attract new customers and delight regulars. The latest AI-enabled touchpoints and headsets, smart displays, self-service kiosks, and many other solutions can help employees do their jobs better — and help QSRs win more business.
Optimizing the ordering journey for employees and customers
Whether they are ordering inside a restaurant or at a drive-thru, customers expect menus to be accurate and service to be fast and consistent. Restaurants that provide outdated information on menu boards or advertise offerings that are not currently available limit customer choice and convenience — two critical drivers of QSR success.
With digital menu boards driven by the latest technologies, customers can readily view an accurate and up-to-date list of available food and drink items. QSRs can also update the menus to upsell and personalize items based on time of day, weather, and other factors. In addition, the menu boards can be updated to let customers know when an item sells out or becomes part of a new promotion, leading to impulse purchases.
Employees also benefit when QSRs integrate the latest menu board solutions. Instead of having to communicate negative information about inaccurate menu offerings or items that are no longer available, employees can focus on engaging with customers and giving them exactly what they want in a timely manner.
Menu boards are not the only tech-driven touchpoints that can streamline the ordering process. For example, mobile headsets with AI noise cancellation can help QSRs ensure that orders are processed accurately, even when received outdoors in difficult weather and with loud vehicles and other interference. AI can even be used to transcribe orders automatically, eliminating confusion and mistakes.
How auxiliary technology leads to an efficient staff and happier customers
In 2025, a host of auxiliary technologies will become ingrained across the QSR ecosystem to improve management, operations, and customer service.
In the kitchen, smart displays enhance coordination among employees to prevent ordering errors and speed up service. These connected digital signage applications improve operational efficiency and give employees a more positive work experience. Especially today, when talent is hard to come by for QSRs, it makes sense to offer a smart workplace that appeals to digitally native workers.
On the customer side, self-service kiosks are becoming more intelligent and a preferred way of ordering. In fact, 84% of U.S. consumers like using self-service kiosks and 66% prefer them to checking out with an employee. Self-ordering gives customers privacy to order exactly what they want how they want it, and it frees employees to manage peak times more efficiently and focus on serving customers who prefer a face-to-face experience. Self-service kiosks also benefit the bottom line, as customers at kiosks place orders that are an average of 30 percent larger, and self-ordering can shorten wait times and increase customer satisfaction.
Line-busting tablets are another auxiliary technology being used in the drive thru. During peak times when traffic can back up and window lines get long, QSRs can equip staff with rugged mobile tablets and headsets to engage with customers directly at their car windows, taking orders and putting them into the queue. In addition to shortening wait times, this adds a personal touch that can improve customer satisfaction. Unlike consumer-grade tablets, rugged devices are weatherproof and can be used with gloves.
The future of the QSR industry lies with technology
While it's evident that advanced technologies can help QSRs – with 80% of restaurant operators saying that technology gives them a competitive advantage – it is critical that the technologies be deployed properly to enhance and not interrupt or degrade the dining experience. Only when solutions are properly integrated into the QSR, and properly maintained, will the customer walk away with the consistently positive experience they want.
As the QSR industry continues to evolve so does the embracement of the latest technologies, including AI-driven solutions, to stay ahead of the competition and increase customer satisfaction – while also enhancing the employee experience. This integration will in turn enhance operational efficiency, order accuracy, and personalization.
About Michelle Connolly
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