Bojangles exec confirms over 800 restaurants will see ‘additional way’ to order but customers call switch ‘disturbing’

CUSTOMERS at Bojangles will soon see an ordering change at hundreds of locations nationwide.

Thefast foodchain confirmed the update to its services after it conducted a successful pilot program.

Some customers may have spotted self-ordering kiosks at select Bojangles over the past year, courtesy of GRUBBRR.

GRUBBRRis a software company that specializes in self-orderingtechnologyout of Boca Raton, Florida.

Bojangles noted that its pilot program with the Samsung Kiosk powered by GRUBBR’s systems recently led to “improved operational efficiencies,” per a November 12press release.

The digital ordering kiosks were introduced as an alternative and accurate way for customers to place orders, similar to moves made by competitors likeMcDonald’sin recent years.

Bojangles found that GRUBBRR’s kiosks specifically assisted in “reducing wait times, improving order accuracy, and driving higher average check sizes,” according to the release.

“The kiosks also provide an intuitive, user-friendly interface that enables customers to easily customize their orders, making the dining experience faster and more enjoyable,” it read.

The higher check sizes are thanks to the kiosks’automated upselling, offering customers morefoodoptions and add-ons before they finish their orders.

It also stores information from previous orders to make tailored suggestions to customers the next time they arrive atBojangles.

EXPANSION UNDERWAY

Thanks to the success of the pilot program, Bojangles confirmed it would be rolling out the kiosks at all of its over 800locationsin 17 states moving forward.

Given the partnership, the kiosks will also be at the locations it plans toexpand across Californiain the next six years.

Richard Del Valle, chief information officer and chief of staff at Bojangles, praised GRUBBRR for its assistance with the implementation process, which has already begun.

“The kiosks provide our guests with an additional way to place their orders, which significantly improved our operational efficiency and increased throughput,” Del Valle noted in the release.

He also confirmed that the arrival of the GRUBBRR kiosks at all Bojangles would be completed in a few months.

“The results have exceeded our expectations, and we’re excited to bring this technology to more of our locations in the coming months.”

Sam Zietz, CEO of GRUBBRR, also emphasized the company’s excitement to work with Bojangles and bring the kiosk ordering to customers.

“Bojangles is a brand that is focused on delivering exceptional service to its customers, and we’re thrilled to be part of their journey,” Zietz said.

While executives are confident in the GRUBBRR self-ordering kiosks, some customers who have already encountered them at their local Bojangles aren’t so sure.

MIXED FEELINGS

Some Bojangles locations also have the GRUBBRR kiosks in drive-thru lanes instead of customers interacting with employees over the intercom.

“This week, I noticed Bojangles uses AI for ALL their drive-thru orders…” someone wrote in aposton Facebook recently.

“We discovered that at our Bojangles. The employees said they really like it,” another added.

A third called the move “disturbing.”

“I experienced this at Bojangles not that long ago! It was the first time my order was correct in a long time!” someone else exclaimed.

There’s still plenty of fear among Americans over the implications of automated technology likeAI, and many suspect ill intentions.

Still, other major chains are making massive upgrades going into theNew Year.

Subway is adding “future-proof” features andadjusted layoutsto locations in 2025.

Chick-fil-A also opened a first-of-its-kinddigital-only restaurantin March, with plans for more soon.

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