A new Emerging Experiences 2025 study by Intouch Insight and QSR Magazine reveals that the biggest names in quick-service restaurants (QSRs) are racing to out-tech each other, using AI voice bots, app-based ordering, and touchscreen kiosks to streamline your fast food fix.
From Wendy’s AI drive-thrus to Panera’s self-serve screens, the study analysed nine QSR giants including Taco Bell, Chipotle, Dutch Bros, McDonald’s, Shake Shack, and more. The findings show tech is shaving off seconds, boosting convenience, and slowly nudging human interaction off the menu.
AI talks faster. And smiles more?
Voice AI drive-thrus were 12 seconds quicker than humans and even scored higher on “friendliness” (83% vs. 79%). But they’re not flawless: nearly a quarter of those AI-led orders still needed a human to step in, meaning your robot barista may still need backup.
Mobile ordering saved customers up to 3.5 minutes per visit, whether in-store or at the drive-thru. However, while customers loved the speed, restaurants may be losing cash as only 57% of app users were offered an upsell, compared to 75% in-store. So if no one’s asking if you want fries with that, blame the app.
Kiosks are efficient, but they’re still robots
Kiosks scored nearly perfect marks (98%) for ease of customisation. However, friendliness ratings plummeted to 66%, a noticeable dip from the 78% with traditional counter service. For all their speed, kiosks aren’t smiling back.
With digital orders set to make up 70% of QSR sales by year-end, the pressure’s on as brands rush to optimise every second and upsell opportunity.