Applebee’s & IHOP Turn to AI for Orders, Staff, & Support

Dine Brands, the parent company behind Applebee’s and IHOP, is rolling out AI-powered tools across their 3,500 restaurants and 300 franchisees. According to a Wall Street Journal report, the upgrades will impact customer experiences and behind-the-scenes operations. From smarter digital menus to AI-driven staffing apps, these restaurants are preparing for a tech-forward transformation that could reshape how guests order, eat, and interact with staff.

One of the most significant changes is an AI “personalization engine.” This tool will use data from previous purchases—or the buying habits of similar diners—to suggest new or additional items during the ordering process. The idea is simple: help guests discover dishes they’ll likely enjoy and encourage them to spend just a little more.

The system will work across digital platforms and may be integrated into servers and guests' in-restaurant tablets. In theory, that could mean more helpful suggestions, fewer forgotten favorites, and discounts that matter to each customer.

IHOP has already begun this shift through a partnership with Google Cloud announced in 2023. That collaboration uses Recommendations AI to tailor the digital ordering experience, making it easier to find preferred items and receive more relevant deals.

The AI push isn’t just about the front-of-house experience. Dine Brands is also introducing tech support tools powered by AI to help field service workers troubleshoot faster by using natural language instead of technical searches. In the kitchen and dining room, AI-powered cameras may soon be able to alert staff when tables need cleaning, while restaurant managers could get access to an app that helps with scheduling and day-to-day operations.

These upgrades may sound futuristic, but they come when many restaurants struggle to hire and retain workers. When used strategically, automation can ease pressure on understaffed teams, allowing employees to focus on more meaningful tasks instead of constantly playing catch-up.

Supporters of AI in restaurants point to clear benefits: faster service, fewer mistakes, more personalized experiences, and tools that help overworked staff keep things running smoothly. According to recent data from PYMNTS and American Express, 67% of restaurants that use automation say it has directly improved customer satisfaction.

However, not everyone is sold. AI recommendations can feel intrusive if not handled carefully, and there’s always the risk of data being misused or poorly protected. Not every customer is excited about having their meal choices tracked, even if it leads to a free appetizer now and then.

There’s also a deeper concern: Could increasing reliance on AI gradually reduce the human touch that makes dining out enjoyable in the first place? An algorithm can’t replicate a friendly server who remembers a regular’s favorite meal—at least not yet. And as AI tools take over tasks from ordering to scheduling and cleaning, the risk of fewer roles for real employees becomes harder to ignore. What helps fill staffing gaps today could, over time, shrink the job market for hospitality workers who depend on these roles.

Applebee’s and IHOP aren’t the only chains testing AI’s potential. Wendy’s, Taco Bell, McDonald’s, and Chipotle have all begun deploying AI in drive-thrus, hiring platforms, and back-of-house operations. What used to be a novelty is quickly becoming an industry standard.

This shift could mean shorter waits, more accurate orders, and sensible deals for diners. For restaurant staff, it might mean fewer repetitive tasks and more time to focus on service.

But as with any tech leap, the details matter. How AI is implemented, how data is used, and how much human interaction remains will determine whether these upgrades enhance the experience or quietly chip away.

Either way, breakfast and burgers are about to come with a side of algorithms.