Applebee’s and IHOP Roll Out AI Tech for Smarter Service and Personalized Dining

Applebee’s and IHOP Adopt AI to Boost Support and Personalization

Applebee’s and IHOP, under the parent company Dine Brands, are integrating AI tools to improve both customer service and internal operations across their 3,500 stores and 300 franchise locations. This new approach aims to streamline tasks for staff and offer a more personalized experience for diners.

AI-Powered Tech Support for Franchisees

Dine Brands is deploying AI-driven tech support that allows field technology teams to interact with the company’s database using natural language queries. This eliminates the need for manual searches, making problem-solving faster and more efficient for those maintaining the technology infrastructure.

Enhancing Customer Experience with AI Personalization

The company is rolling out an AI-powered personalization engine that analyzes customers’ past purchases to suggest new items or promotions tailored to individual tastes. This technology is being integrated into tablets used by both servers and customers, creating smoother ordering processes and relevant recommendations.

Additional AI features in development include:

• AI-powered cameras to detect when tables need clearing
• An AI assistant app to help restaurant managers optimize staffing and daily operations

IHOP’s Partnership with Google Cloud

Since August 2023, IHOP has partnered with Google Cloud to use its Recommendations AI technology. This collaboration enhances digital ordering by making it easier for guests to find favorite dishes and discover new menu options based on their preferences.

Why AI Matters for Customer Support Roles

The restaurant industry is increasingly turning to automation to address labor shortages and improve service quality. Reports show that 67% of restaurants using automation have seen direct benefits in customer experience. For customer support professionals, these AI tools can reduce the time spent on routine queries and free up staff to focus on more complex issues.

For example, quick-service chain Chipotle reduced its hiring time by 75% after adopting an AI hiring platform. Similarly, voice AI solutions from companies like SoundHound are being used by top quick-service restaurants across drive-thru, phone ordering, kiosks, and mobile apps to assist both customers and employees.

Learn More About AI in Customer Support

If you work in customer support and want to understand how AI can improve your daily workflow, consider exploring courses and resources that focus on AI tools and automation. Platforms like Complete AI Training offer practical guidance on integrating AI into support roles.