Consumer behaviors evolved during the pandemic, accelerating trends toward digital ordering and off-premises dining. Text ordering, specifically artificial intelligence (AI)- based technology, is emerging as the most user-friendly and streamlined method for both consumers and restaurants.
Digital ordering adoption skyrocketed in 2020. Digital Commerce 360 reports that online spending with U.S. merchants rose 44% in 2020, about three times the growth recorded in 2019, and there’s no indication that online spending will lose ground.1 According to Statista, restaurant online ordering will grow to nearly $3.2 billion in 2021 and see 12.2% revenue growth in 2022. Additionally, user penetration will rise to 40.7% in 2021 and to 185.1 million users by 2025.2
Faced with this shift in consumer preference, restaurants are looking for the best way to accept those orders and provide customer-pleasing experiences. Through trial and error, the industry has developed a clearer understanding of the pros and cons of each digital ordering option.