What does the future of restaurant service look like when the technology becomes invisible?
Speaking with Andy Grindstaff, Director of Enterprise Restaurant Product at Global Payments at CX Today, the company is rolling out its AI-first Genius Handheld POS and expands its Genius Commerce platform.
Grindstaff made the case that the biggest opportunity in restaurant technology is not replacing human interaction, it is removing the friction that gets in the way of it.
“Any way that we can have technology free up the employee to actually do the hospitality, that’s where we see a big win,” he says.
The Genius Handheld sits at the center of that vision. Built with a microphone array and real-time data streaming capability, the device uses AI-powered voice ordering to listen to table conversations and automatically build orders as they happen.
Servers can then review, adjust, and fire the order to the kitchen, without ever breaking their engagement with the guest.
The result, Grindstaff argues, is a more natural dining experience on both sides of the table.
Importantly, Global Payments has designed the Genius ecosystem with flexibility as its foundation. The platform now spans handheld devices, self-service kiosks, and tablet ordering, all connected through a unified API infrastructure.
For Grindstaff, optionality is the point. Some operators want a fully personal, staff-led experience. Others want guests to self-direct their orders at a kiosk, taking pressure off staff and giving diners more time to explore the menu.
“It’s never ‘you have to use our kiosk’,” he says. “It’s ‘how do you want to run your business?'”
On the question of consumer readiness for AI-assisted ordering, Grindstaff is measured.
Research shows guests remain uncomfortable interacting directly with automated ordering agents, and he does not shy away from that reality.
The voice ordering capability on the handheld is deliberately designed to sidestep that discomfort; the AI works behind the scenes, supporting the server rather than replacing them.
Looking ahead, Grindstaff sees a future where both technology and human hospitality are more present than most operators expect. The key, he says, is building platforms that make that balance feel effortless.
“It feels like magic to the customer,” he says. “It just works and makes their lives better.”
