By Milton Molina
AI has been the buzzword of the decade, hailed as the ultimate tool to unlock business growth, improve efficiency and revolutionize entire industries. Yet, as enticing as these promises may sound, the reality is more complex. The road to integrating AI into everyday business operations isn’t as straightforward as the hype suggests. Many companies find themselves grappling with implementation challenges, ethical questions and the practical limitations of AI.
As the SVP of technology at Marco’s Pizza, I have seen firsthand both the promise and the hurdles of adopting transformative technology. As we continue to explore the capabilities of AI, it’s clear that a balanced and grounded approach is key to unlocking its true potential. Let’s break down some of the realities behind the AI hype.
Understanding AI Beyond a Shortcut
AI is often seen as a silver bullet for rapid business growth, but adopting this technology comes with its own set of challenges. Integration and scalability can slow progress. While recent advancements in AI are impressive—particularly in fields like natural language processing and machine learning—today’s AI systems are still limited in their scope. They excel at narrow, specific tasks but fall short of the grand visions.
The reality is that businesses need a grounded perspective on what AI can actually do right now. For example, AI can optimize our supply chain or enhance customer service experiences, but expecting it to single-handedly manage complex operations or fully replace human decision-making is premature. Companies must be wary of over-investing in AI with unrealistic expectations, which can lead to wasted resources and disappointment.
Related: How the leading pizza chains are using AI to sell more pizza
Responsible Use of AI
As early adopters of innovation technology, we understand that AI has the potential to be transformative, but only when adopted responsibly. The key to progress lies in acknowledging AI’s current limitations and balancing that with a push for continuous innovation.
A responsible approach to AI requires businesses to ask the tough questions: How will this technology affect our workforce? How do we ensure data privacy and security? How do we avoid bias in AI-driven decision-making? By balancing these considerations with a commitment to innovation, businesses can harness AI’s power without overextending themselves or neglecting the human element.
Real Cost of AI Adoption
One of the biggest hurdles for any business looking to adopt AI is navigating the steep learning curve. There’s a perception that AI tools are plug-and-play solutions, but the truth is that effective implementation requires significant investment—not just in the technology itself but in the expertise and infrastructure to support it.
We’ve taken a proactive approach by rolling out our own proprietary, 100% cloud-based technology platform—Marco’s Order Management System (MOMS). This system integrates payment processing, labor scheduling, inventory management and sales dashboards, providing franchisees and general managers with a one-stop-shop for streamlining back-of-house operations.
This foundational tech stack has positioned us to continue building out advanced AI and machine learning capabilities, ensuring that our teams can enhance operational efficiency while staying agile in a rapidly evolving market. But to maximize AI’s potential, companies like ours must also invest in the expertise and infrastructure to fully support it. Securing the right talent is key to making these AI-driven innovations successful.
Turning Hype into Actual Strategy
It’s easy to get swept up in the excitement of AI’s potential. However, businesses must be careful to ground their AI strategies in reality. Instead of chasing distant, futuristic visions, companies should focus on what AI can achieve today. For example, automating routine customer service tasks, enhancing data analytics or improving logistics are achievable, practical goals that can deliver value in the near term.
At Marco’s Pizza, we’ve found success by aligning our AI initiatives with practical outcomes that directly impact our operations and customer experience. This grounded approach allows us to continuously unlock value without being sidetracked by lofty but unattainable aspirations.
We’re not only focused on scaling our business but also on continuously enhancing both franchisee relations and the customer experience through innovative technology. While there are many in the industry who have laid the groundwork for this, there’s no doubt that AI will continue to evolve and reshape industries across the globe, especially food service.
As we move forward, we’re excited to further develop our AI and machine learning capabilities, ensuring that we remain on the cutting edge of operational excellence and customer satisfaction. For those who haven’t taken the leap, look around and listen to better position yourself for long-term success in an increasingly tech-driven world.
Milton Molina is the SVP of Technology for Marco’s Pizza.
