The Human Side of AI and the Future of Dining
By HungerRush
From voice ordering to predictive loyalty programs, AI is already reshaping how guests order, pay, and engage in dining experiences. But according to new HungerRush data, diners don’t want a robotic restaurant experience. They want AI that makes dining easier and faster — without losing the human touch.
Diners want AI that makes dining easier and faster —
without losing the human touch.
At HungerRush, we partnered with Dynata to survey 1,000 U.S. diners to find out exactly how they feel about AI in quick-service and fast-casual restaurants. This survey, along with other recent surveys like What Diners Want and How Important Are Restaurant Reviews, is part of our ongoing effort to help restaurants use technology intelligently to create better guest experiences.
What We Learned:
AI’s Role Is to Enhance Hospitality, Not Replace It
There’s a lot of hype these days about machines coming for all the jobs. But our survey data reveals that, at least in terms of hospitality, complete automation is not a future diners want. The data was unequivocal that a majority of restaurant goers are willing to engage with AI if it speeds up their service or offers them more personalization, but they don’t want tech-enhanced nice-to-haves to squeeze out human interaction.
1. Diners are ready for AI — when it addresses real frustrations
More than half (52%) of diners have already used AI-powered tools when ordering food, and 54% said they’re comfortable with restaurants using AI to improve convenience, accuracy, and speed.
Top 3 frustrations diners want enhanced by AI
- 42% want shorter wait times
- 28% want better menu customization
- 27% want more personalized deals and promotions (27%)
Guests are signaling that they value AI as an operational ally — one that helps staff serve faster and smoother, not one that replaces them.
2. Loyalty and personalization are the next frontiers
Loyalty programs that offered rewards for purchases across different locations was the last revolution in loyalty. The next revolution will be AI-enhanced loyalty. Nearly two-thirds (64%) of diners said they would be more likely to join or use a loyalty program if AI helped them maximize rewards or personalize offers.
That’s a huge opportunity for operators: smarter loyalty systems can automatically recommend rewards, identify guest preferences, learn from past behaviors, optimize offer timing, keep frequent customers coming back, and rekindle the cravings for guests whose frequency has fallen off.
At HungerRush, we believe data should be used to run restaurant operations more smoothly and power deeper guest relationships. Smaller operators can easily get overwhelmed by the deluge of data now available. AI will soon be able to help operators of all size get the most out of their data.
3. The human connection still matters most
Even as comfort with AI rises, surveyed consumers made one thing clear: humanity is at the heart of hospitality.
- 87% said being able to connect with a human staff member is important.
- 63% worry about losing human interaction as AI grows.
- 62% don’t want AI preparing food or handling special requests.
A world where restaurants are store-front size vending machines is not on consumers priority list. In areas where it matters most—food prep, ordering off menu, solving problems when they arise—the message is simple: technology should serve people — not replace them.
Why HungerRush is leading the conversation on AI in the restaurant experience
As a trusted restaurant technology partner, HungerRush is committed to helping restaurants use AI and automation responsibly to solve real problems while centering the guest experience.
Armed with real data from real people, operators can make confident decisions about how, when, and where to introduce new technologies. That’s why we invest in consumer research, like this survey, to give restaurant leaders a real-world view of what diners want before they invest in new tools.
Our mission is simple:
HungerRush helps restaurants harness technology that makes operations smoother, staff happier, and guests more loyal.
When you understand what guests expect, you can design better experiences — online and in person.
What’s Next: Building Balance Into Every Guest Experience
As restaurants consider how to integrate AI, the lesson from this data is clear: balance is everything.
AI can make service faster, marketing smarter, and loyalty more personal — but the heart of hospitality will always be human.
At HungerRush, we’re continuing to partner with restaurant brands to:
- Explore new ways to use AI for operational efficiency and personalization
- Deliver insights that help operators stay ahead of guest expectations
- Create technology that complements — not replaces — your people
Because when technology and hospitality work together, everyone wins — guests, staff, and operators alike.
Want to learn more about how the HungerRush POS and cloud system supports restaurants of all sizes?
