In recent years we are witnessing a true digital transformation restaurants. It is not a phenomenon that has affected only the catering industry. It is a paradigm shift that has had a similar incidence in all industries.
But far from over, this technological revolution continues. There are still many inefficiencies in the workplace, still can improve the user experience, still you can expand margins and cut costs ...
The internet of things (IoT), artificial intelligence, macrodata, the chatbots, interactive kiosks for self, the apps mobile, automation orders for VoIP and a plethora of technologies more, They will be joined over the next decade Three new restoration technologies whose potential just beginning to glimpse now we will follow your progress closely in this new year 2019 we can already discern.
1.- Voice orders through virtual assistants or chatbots conversational
Siri was a pioneer in this regard. The first attempt to humanize the technology has become over the years in less than an icon of the new pop culture.
Gone is the day when this and other attendees only presented a list of options hardcoded. New voice as virtual assistants Alexa Amazon O Google Assistant have unprecedented versatility and are even able to improve the more you use are given.
It is not surprising that some businesses have incorporated these capabilities to their attention telematics services. Against the chatbots common, those who hold conversations in writing, these new systems Voice They offer greater comfort, quickly and naturalness in communication.
The problem is that the software Speech recognition is not yet powerful enough to correctly interpret the vast majority of conversations: calls with background noise, conversationalists incoherent or undecided, interlocutors with accent or articulation problems, unstructured conversations ... that the software of the future successfully solve all these cases will be a great challenge.
Nevertheless, the advancement of technology is relentless and fierce. According to a study by Capgemini Conversational Commerce Survey in autumn last year, a 81% of the 5041 participants used the built-in virtual assistant mobile terminal.
When this technology will be widely? from Capgemini, experts in the field, They illustrated the situation as follows: "It's not going to see adoption curve J yet. It will grow evenly 2018 Y 2019. Then, in 2020, will explode. We'll see how consumers adopt voice solutions at a faster rate than smartphones. Why? Good, partly because these digital assistants are also mobile voice and we all know how to use a smartphone. You do not need a separate device to order food ".
In just three years virtual assistants Voice They are imposed on apps and own web pages as the preferred option to order food in telematically 41% of the cases. Something not inconsiderable when it concerns an enormous volume of digital orders. Not having the technology adopters could put these solutions belatedly (or not do at all) in a competitive disadvantage huge Y, thus, in a serious economic predicament.
Domino’s, as usual technological leader in the world of restoration, account from 2014 with solutions of this type. However, his system, based on Alexa and available through apps for iOS and Android, It is far from what is to come. It is easy to cater a menu based only on pizzas, but it is very different attack this problem in the case of a full restaurant menu, in which the complexity increases several orders of magnitude.
In any case, the interest aroused among diners and comfort that provides inherently become a reality food orders by voice virtual assistants. Satisfaction of diners using this emerging technology to book, pay or order delivery always is between 80 Y 90%, over other methods.
Do not miss the article written by the director of the digital newspaper, Diego Coquillat, qualified “Google creates robots for restaurant customers” because surely you clarify many ideas.
2.- New advent of augmented reality
Augmented reality It has been used in the catering industry for almost a decade. Nevertheless, so far it has passed through the dining inglorious.
However, this should not be misleading. Not that RA may not work to know in the world of restoration. No, This is an application problem. And now we have discovered how to make the most of merging the real world and the virtual world.
With the growing interest in restaurants with experiences included in the service, augmented reality provides a golden opportunity for those managers who do not wish to make a substantial initial outlay. The lower cost also opens the door to temporality: Experiences can be more ephemeral and replaced by other without much friction for the owner, this in turn can take advantage of current trends fashions or directly affecting turnover.
And we backslide, This is not something new, but an application has been successful. For example, during the London Olympics 2012, Holiday Inn Restaurant squeezed the possibilities of augmented reality to present at their establishment one exhibition with the best athletes in the world. There, consumers could use their mobile terminals to display the figures of the competitors and get information about your personal life, their achievements and career.
Offering a show is not a way to take advantage of the AR. If there is a problem of orientation in local and desired guide customers to the toilets, to boxes or any other point of interest that can enhance their experience or energize attention to diners, This can be achieved by setting routes via mobile augmented reality interpretable.
Greater efficiency and greater accessibility is possible. Menus can show true virtual recreations of the dishes available on site, pulling down communication barriers that might exist.
Another way of proven effectiveness in using the augmented reality is use for promotional purposes or as part of a loyalty system from clients. In the latter, Bareburger, American hamburger franchise with international presence, he allied himself with the emerging company Kabaq to offer a promotion through Snapchat in which made extensive use of filters ON World Snapchat Lenses, and through which they experienced a great marketer successful social network reaching new customers and increasing the satisfaction of its regular users.
It is also possible to provide independent experiences through markers. A restaurant can reinforce your business and differentiate themselves from other competitors by offering unique experiences beyond the walls of your local. There are services like ROAR Augmented Reality Platform that allow restaurateurs (including those with less technical knowledge) create activatable an AR own experience after scanning some marker (a logo or business identifier) with camera phone. the presence of the mark is also increased in this way.
The ways in which RA will be more present in our meals away from home are manifold, as can be derived from these paragraphs. Is at the discretion of the owners assess which of these possibilities are better adapted to their local or chain.
3.- biometric authentication: the great forgotten
The latest technology within this trinity of innovation to spur a second digital transformation of the restaurants is the biometric authentication.
Among its most striking applications is the facial recognition. Identify the diner nothing more than this comes through the door CRM allows to use resources (managing customer relations) their full potential, but also reduces the friction occurring between staff and customers on site.
An example of this policy antifriction the grocery store is hundred percent automated which opened a few months ago in the city of Seattle, Amazon Go. There, customers enter when you think, supermarket pick the items that suit them and leave the premises without more. In this sequence of events, and running parallel, Biometric authentication systems have identified customer, detected what items you added to your cart, computed and sent the final purchase invoice or ticket associated payment system.
This is the future of restoration. The customer will not have to wait for a waiter will take account, and copper will bring returns. These steps will be unnecessary. When the guest is satisfied simply leave the restaurant and subtracted the relevant amount of your linked account.
The technology is still five years of being widely implemented due to various technical difficulties. These difficulties will not be the only ones that have to be considered, we will wait to see how customers respond to new biometric systems. They will be displayed uncomfortable for security and privacy?
Even if diners do not want this technology, there is still room for her in the restaurant. Biometric authentication allows, for example, use the fingerprint template to confer permissions.
On a day to day in the restaurant and inefficiencies arise many incidents: a transaction that requires the approval of the manager to be annulled, card use to sign in the restaurant, reduce the impact of granting promotions and discounts that do not correspond (including those associated with amiguismo), eliminate the possibility that a worker fiche by another partner (which can cause a loss of about 10% in cash), define the responsibilities of the different employees, And a long etcetera.
Fingerprints are also a less aggressive way to invite visitors to sample local biometric authentication.
One of the highlights shown by the expert opinions of Oracle Hotel 2025 Y Oracle Restaurants 2025 It is that potential customers are intrigued by new technologies for restoration whenever they feel that they maintain control. So that, the use of fingerprints, a technology that has not left few applications but is familiar, can accelerate payment processes as long as the business offers security.
further, These two conventions provide a clear prediction regarding the use of the biometry in the sector. Of just over 250 catering business managers attended, a 31% They felt that the facial recognition will be in full use in just five years. Of the 702 restaurant customers, a 49% He said that this technology would improve your user experience. It's more, a 61% owners think that biometrics will also be used for gather information about diners (what dishes work, which not, tables that are uncomfortable, inconvenience caused by reasons which local, etc.).
Technological absence as technological megatrend
Finally, in a world in which all interactions are performed at an insane pace and fleeting, Some advocates a deescalada technological use, a rotation of 180 degrees and a strong move towards more human experiences. Begin to emerge restaurants opt for the familiar treatment, really know your customers and give bonuses to those who are willing to leave their electronic devices upon arrival.
A curious and original strategy whose secret is that to enjoy and experience more of the physical environment, is achieved spur consumption.