As Restaurant Technology Evolves, Human Interaction Remains a Priority

With additions like tableside ordering, kiosks and delivery apps, technology has become an integral piece to the lifeblood of a restaurant. Technology allows restaurant operators to maximize efficiencies to increase revenue and create the optimal dining experience for the customer. In some cases, like Eatsa in San Francisco, technology has removed humans altogether. For Gabriel Weisz, CEO of Kallpod, technology exists to make restaurant operations better and more efficient but should not completely remove human interaction from the dining experience.

Kallpod is a custom communication solution that facilitates seamless, real-time engagement between staff members and guests for restaurants, hotels, stadiums and amphitheaters. The device features three buttons that allow guests to quickly summon their server at any time. Each button offers a different function, including requesting the server to come to the table, ordering another round of drinks or getting the check, and the server is notified via a smartwatch. The technology is also utilized between internal teams, such as a line cook alerting a server that an order is up.

“As wait times decrease because of how we’ve been able to elevate the ways that customers are able to interact with their servers, we’ve been able to nearly eliminate complaints that may come after a bad experience,” Weisz said.

Weisz adds that a benefit of technology becoming more prevalent in the restaurant space is that customers have more control to make the dining experience exactly what they want. The customer is able to order what they want, when they want, without waiting on a server to come by to order another round or ask for the check. This same technology allows operators to staff their restaurants properly and servers to prioritize their time, resulting in larger sections and increased tips.

“Tableside ordering allows customers to complete the entire dining experience without really interacting with their server. But, is this the experience the diner wants?” Weisz said. “Many diners appreciate the ease of ordering tableside but also want the server’s recommendations and input on their orders. A tableside ordering device may allow for simplified ordering or pay-at-the-table, but when a diner is looking for input on the perfect wine pairing, human interaction is key. Kallpod offers the best of both worlds: the ability to summon a server to the table when needed and the lack of server interruption when they aren’t needed, but also the benefit of having the server on standby, so to speak, to offer their expertise.”

Aside from the interaction between the diner and server, technology can have a negative impact on the experience between two diners. Customers who take the extra time to enjoy a full-service experience are doing so because they are hoping to enjoy a meal and conversation with the other diners at their table. While quick-service is meant to be fast and easy, full-service is more of an experience. In a full-service setting, if technology completely dominates the experience, it can be distracting between two diners.  According to a study by Pew Research Center, 62 percent of diners do not think it’s okay to use a cell phone while dining at a restaurant. People are distracted enough by the use of smartphones, but when an interactive tablet with games, music choices and other distractions is sitting on the table, it adds another layer of separation between the diners. More time is spent flipping through a tablet, choosing songs, playing games and figuring out how to use the device than is spent catching up and enjoying the actual experience.

“We’ve built partnerships with many key players in the hospitality space – like Marriott, HMS Host and Live Nation – and Kallpod helps them improve speed of service and increase their table turnovers and average order size, and ultimately their sales,” said Weisz.

Weisz adds that technology remains pertinent to a good dining experience as long as it is used appropriately.

“While technology may not completely eliminate the need for a server, it can be used to get the server’s attention or let them know you are ready for the check. There are ways to include technology in a full-service experience that do not completely take away from the overall experience,” said Weisz. “And, if the consistent evolution of technology in the restaurant space tells us anything, it’s that it’s not going anywhere.”

Although technology will always have a presence in the future of full-service restaurants, some things should remain consistent, including the contact between a server and their diner. Customers should be able to control the experience to the extent they want, but still be able to fall back on the server to make sure they are really getting the best restaurant experience possible.