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QSR AI Roadmap

National Quick Service Restaurant Brand

Led a field-first operational assessment of the franchisee contact center ecosystem with side-by-side observational research to architect an AI-forward roadmap.

The Business Problem

The brand wanted to define a future vision for how they could better support their franchisees through their contact center operations. They were also evaluating whether AI was an investment that would yield a strong enough ROI to justify the commitment.

The Approach

I took a field-first approach, conducting side-by-side observational research with agents and interviewing franchisees to understand actual workflows, pain points, and information gaps — not just what was documented, but what was really happening. From that ground-truth baseline, I helped them develop a multi-layered vision for what the future of their contact center should look like, mapped opportunities for AI augmentation and automation, then architected a phased roadmap with clear ROI targets at each stage.

The Outcome

QSR — Phased AI roadmap with clear ROI targets and delivery milestones

Delivered a phased AI roadmap grounded in operational reality, with financial models quantifying projected savings for specific AI use cases. The field-first approach meant recommendations were immediately credible with frontline teams, not just leadership — accelerating buy-in and reducing adoption risk.