AI Takes the Lead in Customer Retention: 70% of Restaurants Now Use or Test AI for Loyalty Programs
AI Adoption Accelerates in Hospitality
In June 2025, a new study released by Incisiv in partnership with Oracle Food and Beverage revealed a transformative trend in the restaurant industry: 70% of restaurants are either already using or actively piloting AI-powered tools to enhance customer loyalty programs. This data signals a sharp rise in the use of Non-Human Workers—such as Voice AI Agents and machine learning systems—to personalize guest engagement and improve repeat business.
Why Restaurants Are Turning to AI Employees
As dining habits shift and customer expectations grow, restaurants are searching for smarter, more efficient ways to retain loyal guests. AI Employees are increasingly being tasked with analyzing guest behavior, segmenting loyalty members, and delivering personalized offers in real time. According to the research, 79% of restaurant operators plan to invest in AI solutions specifically for loyalty management over the next 24 months, underscoring how crucial these technologies have become.
Technology in Action: Personalization and Efficiency
Non-Human Workers such as AI algorithms are capable of leveraging vast amounts of customer data to provide highly targeted promotions and communication. For example, AI can track a customer’s preferred menu items, visit frequency, and spending patterns to recommend tailored discounts or rewards. This automation not only increases efficiency but also improves the customer experience, making guests feel recognized and valued.
A Strategic Investment in Future Growth
The report also found that while many restaurants are still in the early phases of AI deployment, the majority believe these tools will become essential to long-term loyalty strategies. As traditional loyalty programs become less effective, AI-driven insights and automation are emerging as game-changers. This trend reflects a broader industry shift toward data-driven decision-making and the growing reliance on Voice AI Agents and other intelligent systems.
Key Highlights:
- Report released in June 2025 by Incisiv and Oracle Food and Beverage.
- 70% of restaurants are using or testing AI to power loyalty programs.
- 79% plan to increase investment in AI for guest loyalty in the next 24 months.
- AI Employees improve personalization, efficiency, and customer retention.
- Restaurants are transitioning from manual processes to automated, data-driven loyalty strategies.
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