Brinker’s CIO Skipped the AI Hype — He Fixed 1,200 Restaurant Wi-Fi Networks First

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By: Oliver Hawthorne

The restaurant tech industry is obsessed with flashy AI demos these days. Brinker International’s CIO Chris Caldwell starts every AI conversation with a far less glamorous topic: reliable Wi-Fi. Most chains chase automation first, but Caldwell knows solid infrastructure is non-negotiable. He’s made no secret of this priority, once noting, “You can’t do AI without a solid network infrastructure.”

In February 2024, Caldwell joined Brinker. He reunited with CEO Kevin Hochman, a fellow Yum! Brands veteran. When Hochman joined in June 2022, 70% of employee feedback cited tech issues. The most common issue was Wi-Fi outages. Caldwell stuck with incumbent Comcast. He replaced all 1,200 restaurant Wi-Fi access points. He added cellular backups, and laid fiber in some locations. He fixed slow back-office computers, deployed 23,000 new iPads. He also revamped 9,000 kitchen touchscreens. He’s testing a new iPad UX at 12 locations. The goal is to cut order clicks by 50%. Caldwell has admitted that when he first started, he couldn’t even take an order using the existing software. Brinker’s Chili’s brand has notched 20 straight quarters of same-store sales growth. The broader industry has seen mixed AI results. Starbucks dumped an AI inventory tool. Yum faces a Pizza Hut franchisee lawsuit over AI issues. McDonald’s failed drive-thru AI then tried again.

Caldwell’s current AI plans focus on low-risk, hospitality-first use cases. He’s rolling out Microsoft Copilot for corporate work. He uses AI for scheduling via HotSchedules. Future plans include forecasting, inventory management, and a restaurant-focused chatbot. He rejected robotics and AI phone orders. He cited poor customer experience even if it cut labor costs. The takeaway is clear: chains that skip the AI hype and fix foundational tech first will outperform their peers.

Author bio: Oliver Hawthorne, principal correspondent for a leading global tech review, covering enterprise infrastructure and hospitality tech trends.