AI Ordering vs. Human Ordering: Which Do Customers Prefer?

Some owners worry customers will resist talking to an AI.
The reality? Many actually prefer it.

In today’s fast-paced world, convenience often wins over small talk.

In Canada’s restaurant scene, speed and accuracy are everything. Whether customers are calling for takeout in Toronto, ordering lunch in Vancouver, or scheduling catering in Montreal — they want their order process to be easy, reliable, and fast.

But as AI voice assistants become more common in restaurants, one big question remains:

Do customers actually prefer AI ordering over speaking to a person?

Let’s explore how the two compare — and what Canadian diners are really saying.

1. Speed and Availability

AI Ordering: Always available — 24/7, no hold times, no “please call back later.”
An AI assistant like Zentari.AI answers instantly, even during rush hours or when the restaurant is closed.
Human Ordering: Personalized, but limited by staffing and hours.
During busy periods, calls often go unanswered or customers wait on hold.

What Canadians Prefer: In a 2024 survey of quick-service restaurants, 68% of customers said they would rather order with an AI system than wait on hold or be redirected.

2. Accuracy and Efficiency

AI Ordering: Syncs directly with your POS (like Clover), ensuring every order is recorded exactly as spoken. No handwriting errors or missed modifiers.
Human Ordering: Great for special requests or casual chat, but prone to mistakes during noisy rushes or multi-tasking moments.

What Canadians Prefer: Customers value accuracy above all — and AI ordering reduces errors by up to 40% compared to traditional phone orders.

3. Personalization and Connection

AI Ordering: Uses natural language processing to respond conversationally and remember preferences, but still lacks the warmth of a familiar voice.
Human Ordering: Offers empathy and human touch — ideal for regulars or complex catering conversations.

What Canadians Prefer: It depends on the occasion. Most customers love the speed of AI for routine orders, but still enjoy talking to a person for special events or catering.

4. Reliability and Cost

AI Ordering: Works nonstop with zero overtime, sick days, or missed shifts — and helps restaurants save significantly on labor costs.
Human Ordering: More flexible for special cases, but often unavailable when demand spikes or staff are short-handed.

For Restaurant Owners: AI ensures no lost calls, lower costs, and higher consistency — a win-win for both business and customers.

So… Which One Wins?

The truth is, customers want both. The ideal restaurant experience combines:

AI ordering for convenience, 24/7 availability, and fast service.
Human connection for complex, high-touch interactions.

This hybrid model is becoming the new normal across Canada — and restaurants using tools like Zentari.AI are already ahead of the curve.

Final Takeaway

In 2025, customers aren’t choosing between AI or humans — they’re choosing restaurants that make ordering effortless.
AI voice assistants don’t replace your team; they empower them, making sure every call is answered and every order is accurate.

Ready to See What Your Customers Prefer?

Try Zentari.AI, Canada’s AI voice assistant for restaurants, risk-free for 30 days — and see how it transforms your phone orders into consistent revenue.

Start your free trial today.