Next-Gen Restaurant Tech: Balancing Automation and Hospitality

The restaurant industry has been facing tough times, with top chain restaurants experiencing slowed sales in 2025. Consumers have been cutting back on dining out, but certain sectors like coffee, beverages, and snacks continue to thrive.

In a recent panel discussion at the FSTEC conference in Dallas, Texas, female technology leaders from Smoothie King and 7 Brew shared their insights on using AI tools for business to remove frictions while protecting hospitality. The key takeaway: automation should run seamlessly in the background, without distracting from the customer experience.

Smoothie King’s Chief Information Officer Jyoti Lynch emphasized that automation is not about replacing human interaction but rather making it easier. ‘Automate the task, not the moment,’ she said, highlighting the importance of striking a balance between technology and hospitality.

The panel discussion was led by Women’s Foodservice Forum (WFF) Chief Brand Officer Ellie Doty and featured 7 Brew’s Chief Technology Officer Danyel Bischof-Forsyth. The session focused on how automation can be used to streamline back-of-house tasks, freeing up staff to focus on customer service.

Lynch gave the example of a common challenge faced by franchisees: when the point-of-sale system’s end-of-day process doesn’t complete overnight, stores are unable to process sales the next morning. This creates chaos for team members when they arrive at work. Smoothie King has automated this process to run in the background while the store is closed, ensuring a fully functional system for baristas when they start their shift.

Some automation does take place closer to customer interaction, but Lynch stressed that it won’t detract from the hospitality experience. For instance, if the system recognizes loyalty members as soon as they walk through the door, it can alert team members, making their lives easier.

7 Brew also prioritizes balancing customer engagement when investing in new technology. The drive-thru coffee chain recently launched its first app and emphasized that it was designed to be additive to 7 Brew’s friendly service. ‘The app gives you time at home or in your car to navigate surprises and offers before you even get there,’ Bischof-Forsyth said.

The investment in new technology has added an opportunity for connection between customers and employees: technology troubleshooting. 7 Brew trained its baristas on the app so they could assist customers when needed, rather than just focusing on automation.

Primarily, though, both companies focus on automating back-of-house tasks that would be invisible to guests. Bischof-Forsyth highlighted bookkeeping and inventory predictions as areas where great business value can be achieved through automation.