New HungerRush Data Reveals Diners Want AI to Enhance, Not Replace, the Human Touch

77% of diners would use AI to improve their dining experience, but 87% say connecting with staff remains critical to hospitality

HOUSTON--(BUSINESS WIRE)--HungerRush, the leading cloud software provider for the restaurant industry, today released new insights from its latest consumer survey, which explores how diners want restaurants to use artificial intelligence (AI) to improve—not replace—the dining experience.

The data shows that diners are increasingly open to AI-driven technology in fast-casual and quick-service restaurants (QSRs), provided it enhances convenience, personalization, and speed of service while maintaining the warmth and connection of human hospitality.

“AI isn’t here to replace the heart of hospitality—it’s here to enhance it,” said Bill Mitchell, CEO of HungerRush. “Guests are ready for AI that cuts wait times, reduces errors, and personalizes loyalty experiences, but they still value the personal connection that only great staff can provide. The future of restaurant AI is balance.”

Key Survey Findings: Diners Embrace AI for Convenience—But Still Crave Connection

AI is already part of dining:
52% of diners have used AI-powered tools such as chatbots or smart recommendations when ordering food, signaling that AI has already entered mainstream restaurant experiences. An additional 23% of diners are open to using it to improve their experience.

Comfort levels are rising:
54% of diners say they are comfortable with AI being used to improve the dining experience through ordering, recommendations, or support. Only 24% expressed discomfort.

Speed and efficiency lead AI’s value proposition:
Nearly half of respondents said the top area they want AI to improve is shorter wait times, followed by more accurate orders and better menu customization.

Loyalty is the biggest opportunity:
64% of diners said they would be more likely to join or use a restaurant’s loyalty program if AI helped maximize rewards or personalize offers—underscoring AI’s potential to deepen guest engagement.

Chatbots with real-time answers drive acceptance:
77% said they would use a restaurant’s AI chatbot if it could answer questions such as “Where’s my order?” or “What’s under $15?” in real time.

Where Diners Draw the Line: Keeping the Human Touch

While consumers see clear benefits from AI, 87% said it’s important to be able to reach a human staff member when needed. The top areas diners don’t want AI to replace include:

• Preparing food (62%)
• Handling special requests (60%)
• Greeting guests and resolving complaints (56–63%)

The top concerns about AI in restaurants reflect a desire for reliability and trust: 63% worry about losing human interaction, 58% about technology failures, and 56% about data privacy.

“Restaurants that use AI to augment people—not replace them—will earn more trust and loyalty,” added HungerRush Chief Marketing Officer Aman Devgan. “Technology should empower teams to deliver faster, smarter, and more personal service. By using AI to cut wait times, improve order accuracy, and maximize loyalty rewards, operators can free staff to focus on what matters most: connecting with guests.”

Survey Methodology

The survey was commissioned by HungerRush and conducted by Dynata in September 2025 among 1,000 U.S. consumers aged 18 and older. The study explored consumer attitudes toward AI in restaurant experiences, including ordering, loyalty, and customer support.

About HungerRush

HungerRush is a leading provider of integrated restaurant technology solutions, serving restaurants of all sizes and cuisines – from small businesses to large multi-location brands. The flagship POS Platform is a comprehensive cloud-based restaurant management system tailored to quick-service, fast-casual restaurants, that seamlessly integrates digital ordering, delivery, customer engagement, kitchen operations, reporting and management processes, marketing, and payment processing. The Menufy All-in-One Online Ordering Platform offers a comprehensive solution that integrates online ordering, search optimization, reputation management, loyalty, marketing, and delivery for restaurants of all sizes and cuisines. HungerRush provides flexible software to empower restaurant operators with a deeper understanding of guests, greater control over operations, and the tools to grow their business. Visit HungerRush.com to learn more.