Artificial intelligence is increasingly finding its way into a wide range of industries, and the hospitality sector is no exception. According to statistics, at least 11% of businesses in the accommodation industry and around 10% in the food service sector across North America and Europe have already implemented or are currently using AI, with many more planning to do so shortly. Where exactly can AI be useful in restaurants and cafés, and what benefits does it bring? To help us navigate these questions, we turn to expert Sergei Berezin.
Sergei Berezin is a skillful Software Engineer. He was born in Russia and studied at South Ural State University in Chelyabinsk. One of the highlights of his academic work was the development of a Customer Relationship Management (CRM) system aimed at optimizing and automating key processes in restaurant management. In June 2024, Sergei participated in the All-Russian Scientific and Practical Conference for Students and Young Scientists "Science of the 21st Century", where he successfully presented his CRM system project and received an award. He also won the prestigious "Top 40 IT Specialists of Russia" competition and served as a jury member for the hackathon "Best Innovations: In Practice," which focused on developing business applications under the theme "Top IT Solutions for Business."
How widely is AI currently used in the restaurant industry, and how do you see the situation evolving in the future?
At the moment, AI is used in the restaurant industry in a rather limited and fragmented way, mostly as standalone solutions like chatbots for table reservations or basic sales analytics. Overall, the market is only beginning to realize the true potential of these technologies. Many establishments still operate using traditional models, with digitalization limited to simple automation.
However, the trend is clear: more and more restaurants are looking into integrated systems that not only automate processes but also learn, adapt, and support better decision-making. My system already demonstrates how AI can significantly improve business efficiency - optimizing inventory, forecasting demand, enhancing the customer experience - all in real time.
I believe that within the next 3 to 5 years, AI adoption will become standard for medium and large restaurant businesses, especially as competition intensifies and personalized service becomes a key differentiator. Technologies will increasingly act as “invisible assistants,” operating in the background, from the kitchen to the dining room and delivery services.
But most importantly, AI doesn't replace people - it empowers them. In the future, those who succeed will be the ones who know how to combine advanced technologies with a truly human approach.
What specific results has your solution delivered to restaurants?
My system has already been implemented in several major restaurants in Nizhny Novgorod, and the results speak for themselves. The average order processing time has been reduced by about 30%, thanks to the instant transfer of orders from tablets directly to the kitchen, eliminating delays and minimizing human error. Customer return rates have increased by 25%, largely due to a personalized experience where the system suggests dishes based on individual preferences and order history.
Inventory management has also seen major improvements, with operating costs reduced by 15%. The system tracks stock levels in real time and automatically generates supplier orders, avoiding shortages and overstocking.
And importantly, this isn’t just a set of separate tools—it’s an integrated, intelligent platform that
covers the entire customer journey: from table reservations and order processing to logistics and analytics.
And this is only the beginning. I continue to develop the system, adding new features and adapting it to the specific needs of each business
Will there still be a place for humans in the restaurant business?
New technologies will undoubtedly continue to reshape the industry. Virtual reality may soon take over the roles of a maître d' or a sommelier. Robot waiters won’t spill anything or mix up orders. Next-generation logistics systems can deliver your favorite meals faster and more accurately than ever.
But at the same time, no system or technology can function effectively without human involvement. The human factor remains essential, especially when it comes to customer interaction and strategic decision-making.
The key lies in striking the right balance: gradually automating routine tasks while freeing up people to focus on what truly matters.
