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A growing array of restaurants and convenience stores are putting conversational AI at the forefront of customer experience. Yet the bigger opportunities could be in the back of house – where chatbots and voice skills can reshape how employees are onboarded, orders are filled and inventory is managed.

There’s no question that conversational AI is gaining momentum in the industry. From Dunkin’ and Denny’s to Starbucks, Pizza Hut and Wingstop, businesses are feeding consumers’ appetites for conversational experiences that enable more convenient and personalized interactions. Domino’s has gone a step further – enabling customers to place their usual order via chat using only a pizza emoji. Whether in the form of voice skills, chatbots or some combination, conversational AI makes it possible for QSRs and convenience stores to engage with customers from their homes, their vehicles or anywhere they’re carrying their mobile phones. When well designed, these capabilities can improve experience and strengthen loyalty.

Picture this: Family members from four generations – Baby Boomer, Generation X, Millennial and Generation Z – gather around the table for a meal. As they enjoy their dinner, Grandma Flo, a Baby Boomer, proudly announces her mastery of her credit union’s mobile app, which she now uses to check her balances and transfer money between her checking and savings accounts. Another Baby Boomer expresses relief that his bank still maintains a brick-and-mortar branch near his home, making it easy to pop in whenever he needs to make a deposit or ask a question. (Plus, he’s spent years torturing his favorite teller with his corny jokes!)

The Gen Xers at the table chuckle at the idea of visiting a branch – they started using online and mobile banking YEARS ago – but voice some trepidation about the electronic payment platforms their Gen Z kids have been adopting. To Gen Zers, anything mobile is just part of life. But their Gen X parents have some nagging doubts.

“Are these payment platforms really safe?” one of the parents wonders aloud.