Applebee’s and IHOP Embrace AI for Enhanced Tech Support and Personalization

Dine Brands, the parent company of Applebee’s and IHOP, is set to implement artificial intelligence (AI) across its 300 franchises and 3,500 stores. According to Dine Brands CIO Justin Skelton, AI will become integral to operations. The rollout includes AI-driven tech support enabling staff to query the company database through natural language and a “personalization engine” aimed at recommending items based on customers’ previous purchases, along with customized promotions. This engine will also be integrated into tablets for both servers and customers. IHOP, in partnership with Google Cloud, plans to enhance its digital ordering experience using AI-based technology. The move towards automation is seen as a response to staffing shortages, with a report indicating that 67% of restaurants using such technology have improved diner experiences. Additionally, Chipotle recently reported a 75% reduction in hiring time through the adoption of an AI hiring platform.

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