As the hospitality industry grapples with staffing challenges and rising customer expectations, artificial intelligence is stepping in to take the pressure off. By automating the repetitive and routine, AI is giving staff back valuable time and giving businesses a new edge in customer experience. Read on to explore how AI voice assistants are being used in Australian venues, what benefits they’re delivering, and what operators need to consider.
The AI Shift is Here
Hospitality is built on people, but it’s becoming increasingly powered by technology. From bookings and ordering to kitchen operations and customer service, AI is making its way into every corner of the industry. Far from replacing the human touch, it’s helping businesses put it front and centre.
In 2025, AI isn’t just a buzzword – it’s a practical solution to very real pressures. Labour shortages, wage demands, and cost increases have forced operators to rethink how work gets done. The result is a surge in automation that handles the repetitive tasks staff don’t have time for, so they can focus on what matters most: the guest.
Voice AI and Customer Interactions
A clear example of this shift can be seen in the rise of voice AI. Quick-service giants like Hungry Jack’s and KFC are already trialling voice assistants in drive-thrus, designed to take customer orders with accuracy and speed. Hungry Jack’s recently rolled out a trial in Sydney to gauge not only speed of service but also customer acceptance – a test that reflects a growing interest in where automation meets guest experience. KFC is following suit, trialling its own AI drive-thru assistant, “Kacy,” at select locations across Australia.
This technology takes pressure off frontline staff and helps manage surges in demand, especially during peak periods. While a team member might get flustered during a dinner rush, voice AI systems maintain the same tone and pace, no matter how long the queue. That consistency allows human staff to stay calm, focus on fulfilment, and better engage with customers at the counter or across the service line.
AI That Answers the Phone and More
Beyond the drive-thru, voice AI is being used to answer calls, manage reservations, and field FAQs. In a time when customers expect immediacy and staff may be stretched thin, AI can fill the gap. Whether it’s confirming tonight’s open hours or checking the availability of gluten-free options, these systems offer instant responses and free up staff from constant interruption.
However, it’s not always smooth sailing. A Sydney-based medical clinic made headlines recently after replacing its team of receptionists with an AI phone system. The move was met with mixed reviews, with some patients frustrated by robotic responses and the loss of human connection. In hospitality, where personal interaction is often part of the dining experience, that tension will prove critical to navigate.
What Businesses Are Getting Right
The key takeaway from early adopters? AI works best when it’s a support act, not the headliner. At venues where AI handles the routine and not the relationship, the results are impressive. Staff have more time to connect with guests, quality control improves, and efficiency gains are tangible.
Rather than trying to automate everything, the smart move is to use AI to streamline the tedious: taking orders, answering phones, checking bookings, sending reminders. That frees up your best asset… your people – to be present, engaged, and focused on service. In fact, businesses that have implemented voice AI in customer-facing roles often report increased upselling opportunities, fewer errors, and higher guest satisfaction. Customers aren’t just getting answers faster, they’re having a better experience with the team.
Striking the Right Balance
It’s important to acknowledge the elephant in the room: job displacement. When AI takes on roles that used to belong to people, there’s often pushback. The challenge for hospitality businesses is to introduce AI in ways that complement staff, not replace them and to be transparent about how and why that’s happening.
A successful integration plan often involves retraining or redeploying staff into more valuable areas of the business. Someone who used to spend hours answering the phone might become a floor manager or a customer concierge. Roles that didn’t exist before, but now bring greater value to both guest and business.
Looking Ahead
The future of hospitality is hybrid. It’s human service, supported by smart systems. And in an industry that thrives on warmth, speed and reliability, AI isn’t a threat, it’s a tool. A way to automate the admin, reduce the noise, and give your team the space to do what they do best.
As AI technology becomes more accessible and intuitive, more venues will find ways to implement it, from fast-casual chains to fine dining restaurants and boutique cafés. And while the tech itself is evolving quickly, the best use cases still revolve around one simple goal: freeing people to focus on people.
Artificial intelligence is changing the rhythm of hospitality. Not by replacing people, but by elevating their role. As voice AI and automation continue to take on the tedious, frontline teams are stepping up where they’re needed most: creating personal, memorable customer experiences.
At Fine Food Australia, we showcase the latest in hospitality tech including AI-driven solutions to help future-proof your business. Join us on the show floor this September to see it in action, ask questions, and explore the real-world impact for your venue.