&pizza removes kiosks and AI ordering

&pizza has removed touchscreen kiosks and AI ordering from its stores, according to CNN’s September 17 report.

The chain, which serves customizable, oblong pizzas, had expanded its use of kiosks and AI voice ordering over the past few years. It wanted the systems to help customers place orders faster and encourage them to buy extras, CNN reported.

Sergio Perez, chief marketing officer at parent company Latitude Food Group, told CNN that kiosks had left restaurant crews disconnected from customers. He also said voice AI had undermined the hospitality the company wanted to offer.

“We were so focused on the promise of digital that we forgot about the dining room,” Perez told CNN.