Five years on, and any discussion of the QSR sector still begins with the Covid pandemic. That period of lockdowns and social distancing heralded huge change for operations that had to change their service model and make do with fewer employees. Now, that search for new technological solutions is leading to a wave of automation in the kitchen, but progress is still slower than in other sectors.
The typical set-up for a QSR outlet depends on what kind of dishes are on the menu, but generally there is a need for ample walk-in refrigeration and freezer units, grills and griddles, fryers and rapidcook ovens. All these types of equipment tend to evolve slowly through gradual iteration, but some take large steps forward when operators see scope for innovation.
“Covid was really an accelerant for QSR, and a lot of tech innovation now is what we were talking about in 2019, but the industry was a laggard compared to other sectors,” says Danny Klein, VP editorial director for QSR and FSR magazines and the CStore Decisions network, who is heavily involved in the 2025 QSR Evolution Conference.
“With Covid, there was a f lood of new technology, but there were too many pieces and none of it worked together,” he adds. “QSR had a fragmented tech stack, so now the goal is to optimize innovations. There is a slowdown in the adoption of sexy tech that was talked about in 2020, but people are being more realistic in their approach.”
Broadly, the type of equipment required remains the same, but there is a need to house it in a smaller space and, in many cases, have fewer people working in the kitchen. Labor problems are really driving the process of automation. “QSR kitchens are already designed to be flexible, but new restaurants have equipment that reduces manpower, including automated fryers, self-cleaning hoods and combi ovens,” observes Georges Haddad FCSI, managing director of Luminescenza, based in Lebanon and UAE. “Kitchens are getting smaller and smaller, so specifying equipment that cleans itself automatically is important. With some combi ovens you can just click one button and it will wash itself.”
Fryers can now lift products out of oil automatically in line with a specific program for the type of food being cooked. That kind of innovation not only reduces the manpower needed in the kitchen, but also improves energy efficiency and reduces food waste. Billy Thompson, VP, global sales, Merrychef, describes the QSR segment as one of steady evolution. “Significant improvements are happening, the changes are often incremental and focus on improving existing systems,” he says.
Automation: better, faster, stronger?
Connectivity has been a major trend, and the use of IoT-enabled equipment has dramatically changed how restaurants gather data, but the challenge has always been how to use that data.
“Traditional BOH equipment, such as fryers and grills have already seen significant innovation, so now the industry’s focus is shifting toward improving efficiency across the operation value stream and connecting it to customer needs,” says Paul Hanniffy, SVP DES & Equipment & Asset Procurement at Restaurant Supply Chain Solutions, LLC. “The industry has been striving for connectivity, and now, people are making the right decision to have a back-ofhouse server, not just a PC, and to put in state-of-the-art POS, mobile apps and digital aggregators at the front end. We are finally at a tipping point where connectivity is no longer a concept, it’s becoming a reality.”
That connectivity is driving more automation and better predictions about demand. Forecasting can provide better insight into what food is ordered, when and by whom, so there is an opportunity for upselling and better inventory management. Furthermore, that data can be used via more interactive kitchen display systems at each workstation, providing clear instructions for each worker on what to do and how to do it.
Those workers remain important in the QSR sector, despite the high cost of labor and drive to automate many tasks in the kitchen. Many initiatives are focused on making their jobs easier and more efficient, rather than reducing the need for people.
“The QSR segment is one of real evolution, from automation in the kitchen – Flippy robots and automated dispensing systems – to advancement in ordering technology, like kiosks, mobile apps, and pick up lockers,” says Ryan Catarozoli, director of key accounts at equipment manufacturer Hatco Corporation. “One trend is the reduction of labor, which isn’t about replacing existing labor, but trying to be more efficient with the current workforce because operators can’t find enough staff. A secondary focus is customer experience – giving customers the options they want, such as online or mobile ordering.”
“One of the great misconceptions is that tech exists to replace human beings,” adds Klein. “Where that happens it typically does not work. Labor is getting more expensive all the time, so you need to change the mix and pay people to do more than punch in orders. So, you can enable ordering through digital menus and let people focus on customer service.”
Moving people to different roles opens up a space for automation of many tasks. Combi ovens with preprogrammed menus and cook times, automatic fryers, cookers with conveyors and optical recognition systems that can select the right program for the meal detected by the camera – all are on the horizon or are already in use.
Furthermore, AI and robotics are already being deployed in QSR settings for tasks such as order-taking, food preparation, and delivery. Robotic food preparation, best exemplified by the Flippy robot from Miso Robotics, is one avenue of development. Indeed, chains like White Castle already use it to automate frying tasks with consistent results. Sweetgreen’s Infinite Kitchen uses robotic arms to assemble salads and bowls, with human staff adding the final touches. Chipotle also uses a robot to streamline avocado processing to make guacamole.
In the age of AI
AI-driven quality control and inventory management is high on the agenda, according to John Egnor FCSI of JME Design, who has conducted an in-depth research report into AI in the QSR sector. “Its key benefits will be the ability to monitor food quality and safety in real time, using sensors and cameras to ensure consistent cooking temperatures and detect anomalies, and predictive analytics to optimize inventory by forecasting demand,” he observes.
“Robots will handle repetitive tasks like chopping, mixing, and packaging, allowing staff to focus on creative or customer-facing roles.” Douglas K. Fryett of Fryett Consulting Group also notes that a company in Toronto has developed a piece of automated equipment that in just one square meter can cook 300 or 400 burgers per hour.
“It has an optical recognition system, so it can tell what kind of burger is being cooked, and it has a temperature probe,” he explains. “It also has an AI element that can sense whether a component is likely to fail soon, so it can send an alert and a technician can be called. Tests have shown that it can save tens of thousands of dollars per year in labor alone.”
Automation can optimize workflows, increase product consistency and accuracy, and reduce labor costs, so it is increasingly the driver of efficiency. Fryett has seen one client explore optical recognition to make pizza production more efficient.
“Around 85% of pizzas sold are pepperoni pizzas, so there is a high level of predictability when someone comes in to order a pizza,” he explains. “With AI-driven optical recognition, when the operator puts a pizza in the oven, the system tracks it until it comes out at the other end, measuring it and comparing it to a model of the ‘ideal’ pizza. The employee gets instant feedback on how to improve it, and the net result is an increase in customer satisfaction and product quality.”
AI is also coming into its own in smart management systems that can analyze orders received. The system can then request ingredients, create inventory, and estimate what a person will order based on their previous orders.
“AI is making strides in demand analysis and forecasting and it is at the forefront of innovation,” says Hannify. “However, its true value lies in accelerating data access and analysis – and that requires having the right data infrastructure in place first.” He points to a lack of clarity around what AI can realistically achieve and where its limitations lie, but adds that “the potential for AI to dramatically increase the speed and precision of decisionmaking is significant and continues to grow as adoption and understanding improve.”
Soon, the QSR sector could be very different, even though the fridges, freezer, fryers and cookers will be doing the same as they do now. What will change is the technology backbone of data collection and analysis.
“A fully connected restaurant where all data flows to a central hub will accelerate decision making. Within the next five years it is realistic to expect some restaurants to begin adapting their menus in real time, based on who is ordering what, when and why,” says Hannify. “Understanding that faster means you can really double down on marketing.”
Whether the QSR segment can turn that into meaningful change that will improve ROI remains to be seen. After all, it is not only about having the data to drive efficiency, it is about knowing what questions to ask of that data.
Jim Banks
