Business
Kiosks, Apps, and AI: How Restaurants Are Winning the Race for Enhanced Customer Experiences
Today, Intouch Insight, in partnership with QSR® Magazine, released its annual Emerging Experiences 2025 study, offering a deep dive into how leading quick-service restaurant (QSR) brands are deploying cutting-edge technologies to reshape the customer experience. With digital channels projected to account for up to 70% of total QSR sales by the end of this year, the stakes have never been higher.
About this update from Intouch Insight Ltd.
[{"type":"text","content":"New Intouch Insight study examining AI Voice Ordering, Mobile Pickup, and Kiosk Technology across 9 leading QSR brands reveals how emerging technologies are transforming QSR drive-thru and in-store experiences in 2025.","length":218,"tagName":"p","attribs":{}},{"type":"text","content":"OTTAWA, ON, May 5, 2025 /PRNewswire/ -- Today, Intouch Insight, in partnership with QSR® Magazine, released its annual Emerging Experiences 2025 study, offering a deep dive into how leading quick-service restaurant (QSR) brands are deploying cutting-edge technologies to reshape the customer experience. With digital channels projected to account for up to 70% of total QSR sales by the end of this year, the stakes have never been higher.","length":444,"tagName":"p"},{"type":"image","alt":"Intouch Insight","displaySize":"","headline":null,"caption":"Intouch Insight","className":"","disableSlideshowImg":false,"size":{"original":{"width":400,"height":169,"url":"https://media.zenfs.com/en/prnewswire.com/bbfabf6e853802b6a13ef947d862bbc9"},"resized":{"url":"https://s.yimg.com/ny/api/res/1.2/dtu.T5KrQ3YLDreNEIjRfg--/YXBwaWQ9aGlnaGxhbmRlcjt3PTcwNTtoPTI5ODtjZj13ZWJw/https://media.zenfs.com/en/prnewswire.com/bbfabf6e853802b6a13ef947d862bbc9","width":400,"height":169}},"href":"https://mma.prnewswire.com/media/2678638/Intouch_Insight_Logo.html","hrefExternal":true,"rel":"nofollow"},{"type":"text","content":"The study, showcasing technology implemented at Wendy's Fresh AI, Taco Bell, Bojangles, Chipotle, Dutch Bros, Wing Stop, McDonald's, Shake Shack, and Panera, evaluates Voice AI drive-thru ordering, mobile order pickup, and self-service kiosks, comparing emerging experiences against traditional service benchmarks.","length":322,"tagName":"p"},{"type":"text","content":"Key findings include:","length":21,"tagName":"p"},{"type":"list","items":[{"val":[{"type":"text","content":"Voice AI drive-thrus delivered faster service: Voice AI ordering systems outperformed traditional drive-thru benchmarks, beating the traditional drive-thru experience by an average of 12 seconds while delivering higher friendliness scores (83% vs. 79% with employees). However, 22% of AI-led orders still required employee intervention, highlighting areas for continued refinement.","length":381,"tagName":"p"}]},{"val":[{"type":"text","content":"Mobile ordering improved efficienc...