Brinker International Completes Extensive Tech Overhaul, Prepares for AI Integration
Brinker International, the operator of Chili's and Maggiano's, has completed a significant two-year technology infrastructure overhaul. Led by CIO Chris Caldwell, the initiative focused on stabilizing foundational technology like Wi-Fi, updating hardware such as iPads and back-office computers, and streamlining kitchen display systems across 1,200 restaurants. With the core technological framework now robust, the company is preparing to explore artificial intelligence applications, prioritizing those that will enhance food quality, service, or atmosphere.
Chris Caldwell, Chief Information Officer at Brinker International, has spearheaded a two-year initiative to rebuild the core technology infrastructure for the restaurant operator, which includes Chili’s and Maggiano’s. Caldwell, who joined Brinker in February 2024, emphasized the importance of stable foundational technology before pursuing advanced solutions like artificial intelligence. This strategy directly addressed significant employee feedback regarding technological challenges that hindered operations.
Upon his arrival, Caldwell found that up to 70% of restaurant employee feedback focused on technology issues, particularly common Wi-Fi outages. Working with incumbent vendor Comcast, Brinker installed new networking gear, replaced Wi-Fi access points across 1,200 restaurants, and implemented a cellular backup system to prevent outages. Fiber optic connections were also installed in some locations to enhance network reliability.
Beyond network infrastructure, Caldwell's team addressed other operational pain points. Slow back-office computers were replaced with new laptops at each restaurant location. The company deployed 23,000 new iPads featuring longer battery life and revamped 9,000 kitchen touchscreens. These updated touchscreens now display only immediate tasks, improving readability and workflow compared to previous full order lists. Brinker is also testing a new user interface for the iPad at 12 restaurants, aiming to reduce order input clicks by 50% and create a more intuitive design for new hires.
Under the leadership of CEO Kevin Hochman and Caldwell, Brinker International has demonstrated strong performance, with its Chili’s concept achieving 20 consecutive quarters of same-store sales growth. With the core technology environment now stable, Caldwell states that Brinker is ready to explore artificial intelligence applications. His focus for AI use cases is on improvements to food quality, service, or atmosphere, and the company has begun deploying Microsoft Copilot within its corporate offices.
According to Fortune, Caldwell emphasized that a solid network infrastructure is a prerequisite for effective AI implementation.
