Study finds 1 in 4 QSR guests miss human connection amid rising AI use in service.

A 2026 study by Intouch Insight reveals a growing 'Transactional Gap' in quick-service restaurants (QSR), where increased AI and automation improve speed but reduce human interaction. While service speed improved by a minute, 22% of guests left without a basic thank you, and 27% were not greeted on entry. The study highlights declines in smiles, courtesy, and friendly service, which significantly impact guest satisfaction. It warns that brands must balance efficiency with genuine hospitality to maintain customer loyalty and suggests AI should enhance, not replace, human connection.