Chapter 10 Robots, Artificial Intelligence, and Service Automation in Restaurants

Purpose: The purpose of this chapter is to review and critically evaluate robots, artificial intelligence and service automation (RAISA) applications in the restaurant industry to educate professors, graduate students, and industry professionals. Design/methodology/approach: This chapter is a survey of applications of RAISA in restaurants. The chapter is based on the review of professional and peer-reviewed academic literature, and the industry insight section was prepared based on a 50-minute interview with Mr. Juan Higueros, Chief Operations Officer of Bear Robotics. Findings: Various case studies presented in this chapter illustrate numerous possibilities for automation: from automating a specific function to complete automation of the front of the house (e.g., Eatsa) or back of the house (e.g., Spyce robotic kitchen). The restaurant industry has already adopted chatbots; voice-activated and biometric technologies; robots as hosts, food runners, chefs, and bartenders; tableside ordering; conveyors; and robotic food delivery. Practical implications: The chapter presents professors and students with a detailed overview of RAISA in the restaurant industry that will be useful for educational and research purposes. Restaurant owners and managers may also benefit from reading this chapter as they will learn about the current state of technology and opportunities for RAISA implementation. Originality/value: To the best of the authors’ knowledge, this chapter presents the first systematic and in-depth review of RAISA technologies in the restaurant industry.