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Carl Orsbourn’s Post

Carl Orsbourn

SVP - Food, Hospitality & Retail | Innovating ops with AI, automation & offshore labor for Restaurants, Retail, Tech, Multi-Units | Bestselling Author | Co-Founder | Board Member |Tech Thought Leader

3mo

More insights from the #RBI team here at #QSREvolution Two key thoughts from Tom Curtis of Burger King and Jeff Klein of Popeyes Louisiana Kitchen 1 Kiosks and drive thru tech dont necessarily immediately lead to labor savings but allows your team to drive their focus to more impactful effects. 2. #VoiceAI is not quite there yet and keeping the team member in mind is critical, but it will get there and help with known accuracy issues.

Transcript

Excited about kiosks and you know, I think another, another interesting thing that we've learned we're, we're we're deploying them and all of our Carols restaurants and they're also being adopted by most of our franchisees. And I think at some point when the consumers in the right place will will mandate it across the system. But interestingly, when in the restaurants where we have kiosks and we have a high usage of kiosks. What do you think the service mode is that has seen the most the biggest increase in customer satisfaction? Ask your question. Nothing about this. Yeah, I give up. OK, the the answer is the drive. OK, So the drive through seeing the biggest increase in customer satisfaction and restaurants with high kiosk usage and that seems crazy, but the reason is, is because although to your point, Jeff, we're not seeing a huge labor savings yet and I think it will come. What we are seeing is that people can focus on certain tasks that do them better so that the front counter staff can now focus on that drive. Your experience and make sure it's extremely high quality and they're not distracted trying to do 5 things at once. Dealing with the front counter as well. I think, excuse me, I think Tom said it earlier. The biggest impact we can have on our Dr. throughs is what happens back at house. So certainly we're we're testing like I'm a lot of concepts are are testing AI for drive through. I'm not seeing that we're there yet. I think there's a ways to go. Just putting on the headset myself, you know, I'm surprised I'm not frustrated. The guest is sometimes when they when they come through, but I think we will get there and we've seen some encouraging things from restaurants and other parts of the world. The for for Popeye's back a house. If you think about how. The chicken is made. It's it's fresh chicken brought in, it's cleaned in the store, it's marinated for 12 hours in the store. It's hand battered and breaded and then fried and then inhale. That's a lot of steps. That's like cooking at home. It's it's like having a caterer at home. Now the problem is. The 18 year olds running a restaurant cook line are not necessarily seizing caterers. So we have to make things easier to run back there. So we're we're doing everything from equipment to holding units that will extend our product. We're tasting even better to sticky printers to making sure that the order accuracy is correct, because that's one of our biggest complaints at Popeyes is not getting exactly what what you ordered potentially to back a house technologies. And things like that too, so that we can better monitor everything along with different processes. So we've kind of ripped the restaurant back a house to the ground and started over and built it up in our, our piloting will be close to 200 by the end of this year and we're seeing improvements across all of our operations metrics. So I really do think that's that's the future for us.

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Carl Orsbourn

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