Delivery loses ground in restaurants and artificial intelligence emerges as an ally to regain profitability

Delivery, one of the major protagonists during the pandemic, is beginning to lose ground in Brazil's out-of-home food sector. According to a survey by Abrasel (Brazilian Association of Bars and Restaurants), the share of establishments operating with delivery dropped from 78% in 2022 to 71% in 2025.

The main reason cited by restaurant owners is financial unviability (32%), resulting from high marketplace fees, operational costs, and reduced profit margins. Additionally, 27% of entrepreneurs report structural difficulties, such as a lack of physical space to accommodate both dine-in and delivery operations, which presents a common challenge, especially in competitive locations.

Even amidst this contraction scenario, consumer behavior shows that delivery remains essential for the food service sector's revenue. It is in this context that solutions based on artificial intelligence (AI) are beginning to stand out as tools to restore the profitability and efficiency of deliveries.

The Abrasel study indicates that the out-of-home food sector generated R$ 416 billion in 2023, equivalent to 3.6% of the national GDP. This figure reinforces the segment's potential but highlights the need for smarter strategies to maintain healthy margins.

“Delivery has ceased to be a differentiator and become a necessity, but it must be operated intelligently. Costs have risen, space is limited, and competition is intense. Automating processes and optimizing service is the way to maintain a healthy and profitable operation,” explains Rafael Coffani, an AI expert for restaurants.

Among the solutions transforming Brazilian delivery, Natural Bot stands out—a virtual assistant that automates service via WhatsApp and integrates orders with major restaurant management systems. The technology helps restaurants reduce response time, avoid errors, organize orders, and free up staff for in-person service, significantly lowering operational costs.

“In addition to reducing operational costs and exponentially increasing the number of customers served, an AI copilot integrated with WhatsApp also democratizes service. The AI understands audio messages, different languages, and even regional slang, which brings the restaurant closer to the consumer and makes communication more accessible,” highlights Coffani, CEO of Natural Bot.

According to Rafael, another advantage is the increase in the average order value. “The AI functions as a true digital salesperson, suggesting complementary items and add-ons that make sense for each order. This transforms service into a more efficient and profitable experience,” he adds.

According to Abrasel, over a quarter of delivery revenue already comes from orders placed via WhatsApp, reinforcing the importance of tools that make this channel more efficient.

Other solutions are also helping to balance costs and operations in the sector:

• Google Vertex AI – uses historical data to forecast demand and adjust inventory, preventing waste.
  
• SevenRooms – assists in reservation management and personalizing the customer experience.
  
• OpenAI ChatGPT – aids in team training and intelligent customer service, optimizing communication with customers.

Experts point out that the future of the sector will be hybrid: human + AI. Automation and data enable more assertive decisions, but the human experience remains the differentiating factor that builds customer loyalty.

In a market seeking efficiency without losing the flavor of a good experience, artificial intelligence is establishing itself as an essential ingredient to bring delivery back onto the menu of profitability for Brazilian restaurants.