Expert Insights
August 12, 2026
What if your team members stayed longer — not because of higher pay, but because your systems finally worked? In this must-hear episode of Expert Insights, Audrey Hogan speaks with Andy Freivogel of Science On Call to unpack how automation and conversational AI are transforming restaurant operations.
Together, they explore why team members leave after 59 days, why general managers are burning out, and how AI-driven tools like Dwight — the “assistant to the general manager” — can reduce chaos, reconnect people with their purpose, and create joy in hospitality again.
If your restaurants are overwhelmed by tech stack overload and constant turnover, this episode offers a smarter way forward.
Science On Call evolved from a help desk to an AI-driven support platform: Their technology now handles common operational, tech, and HR questions.
Conversational AI empowers managers: Tools like Dwight allow GMs to request actions via voice or text without logging into multiple systems.
Automation reduces burnout: By automating repetitive admin tasks, teams can focus on high-value guest interactions.
Tech overload drives attrition: GM burnout is often caused by disconnected systems and endless paperwork — not the people side of the job.
Retention requires purpose and support: Employees stay longer when they feel joy at work, get coaching, and aren’t bogged down by friction.
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Conversational AI: AI systems that understand and respond to human language through chat or voice, used for task automation.
Dwight: Science On Call’s AI-powered “assistant to the general manager,” built to reduce GM workloads and automate urgent requests.
Tech Stack: The collection of software tools and platforms a business uses to manage operations.
Friction: Tasks or systems that interrupt flow, increase stress, or reduce productivity for team members.
Workforce Retention: The ability to keep employees engaged and employed long-term through positive experiences and support.
00:06 – Audrey Hogan:
Tell me what exciting new things you guys are doing.
00:09 – Andy Freivogel:
If you met us three years ago, we were a help desk for restaurants — answering phones, walking people through late-night issues. But after solving 350,000 problems for 800 restaurants, we built a lot of data. We started investing in conversational AI and automation to speed up solutions and free teams to focus on what they love: hospitality.
00:59 – Andy Freivogel:
Science On Call is now an automation platform that solves everything from tech support issues to operational questions like, “How do I make our signature drink?” We’re democratizing tools like AI for mid-market restaurants — helping 28-unit taco chains get the same support tools big players use.
01:44 – Andy Freivogel:
These restaurants don’t have the budget for an in-house automation team. So we give them scalable support. It’s not about how many printers you have — it’s about freeing people up to do the work they care about.
02:25 – Andy Freivogel:
For example, kiosks don’t eliminate jobs — they allow natural attrition and redeploy employees into higher-value roles. We can do the same with AI across restaurant operations.
03:14 – Andy Freivogel:
Companies like TimeForge and CBS NorthStar are building tools with empathy. If we don’t reduce friction for employees, we’ll stay stuck with industry norms like 59-day average tenure. We want to change that.
03:40 – Audrey Hogan:
And GM attrition is also a huge issue — often caused by disconnected systems that create more work.
03:58 – Andy Freivogel:
Exactly. That’s why we built Dwight — the assistant to the general manager. GMs can text or voice-command actions like pausing online orders or running reports. It prevents mistakes like forgetting to turn ordering back on after a labor shortage.
04:43 – Andy Freivogel:
Dwight is built for management who are juggling five things at once — spilled mop buckets, alarms, upset customers. They don’t have time to log into six platforms to say, “We’re out of avocados.” Dwight handles that.
05:13 – Audrey Hogan:
GM attrition is a tech stack problem. They’re stuck in offices doing admin instead of coaching their team and creating great guest experiences.
05:25 – Andy Freivogel:
Exactly. And when they’re buried in paperwork, they can’t support new hires — they’re not even checking in at 30, 60, or 90 days.
06:25 – Andy Freivogel:
We want to build a world where automation handles admin and humans focus on their real gifts. If your talent is coaching or hospitality, you shouldn’t be resetting passwords.
06:31 – Audrey Hogan:
The more you pivot away from what brings you joy at work, the more likely you are to leave.
06:49 – Andy Freivogel:
Exactly. We need to build systems that keep people in their joy zone.
07:18 – Audrey Hogan:
Right now, GMs can’t even sit down to coach a team member on smiling at guests. And new hires are hungry for feedback but not getting it.
07:46 – Andy Freivogel:
I love this conversation. In 30 years, I hope tools like ours and yours won’t even be necessary — because we’ll have built workplaces where people get to focus on what they were meant to do.
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