Applebee’s and IHOP are set to introduce an AI-driven “personalization engine” that aims to enhance customer experience through tailored recommendations and personalized promotions, according to a report from The Wall Street Journal. This advanced system will analyze customers’ past purchases, or the choices of similar consumers, to suggest suitable menu items.
Justin Skelton, Dine Brands’ chief information officer, explained to the Journal that the new AI technology is intended to enhance customer loyalty while also providing opportunities for upselling. The company already possesses insights into customer ordering patterns through its existing rewards program at IHOP.
In contrast to other chains like Chili’s, which focus on viral marketing trends, several restaurant franchises are adopting AI technologies. Wendy’s, for instance, has implemented an AI chatbot in its drive-thrus capable of taking orders and suggesting additional menu items. McDonald’s has also resumed its plans to integrate AI technologies in both drive-thrus and restaurant operations, while Taco Bell is rolling out “Voice AI” solutions at over 100 locations across the United States.
According to the Journal, Dine Brands is exploring the implementation of AI tools for its staff as well. This includes potential applications such as AI-powered cameras to notify when a table requires cleaning and an AI app currently in testing for restaurant managers.
