What is Item Outage?
Item outage (often called “86’d” in restaurant terminology) refers to a menu item being temporarily unavailable due to inventory depletion, equipment issues, or operational decisions. In Voice AI systems, item outage management means automatically removing unavailable items from AI offers and gracefully handling guest requests for those items with alternatives. Proper outage handling prevents guest frustration and order errors.
The term “86” originated in restaurant and bar culture, meaning to remove something from availability.
Why Item Outage Management Matters for QSRs
Outages happen constantly in restaurant operations:
Common causes:
- Ran out of ingredient
- Equipment malfunction (ice cream machine down)
- Supplier delivery issue
- Quality problem with batch
- Unexpected demand spike
Guest experience impact:
Without proper management:
- Guest orders item → AI accepts → Kitchen can’t make it
- Guest learns at window → Frustration
- Order modification delays service
- Negative experience from unfulfilled expectation
With proper management:
- Guest orders item → AI knows it’s unavailable
- AI apologizes and offers alternatives
- Guest makes informed choice
- No surprises at window
How Voice AI Handles Item Outages
Real-Time Awareness
Voice AI receives outage status:
1. Staff notification: Team member tells system item is out
2. POS sync: Inventory system marks item unavailable
3. Voice AI update: Item removed from offers
4. Automatic handling: AI responds appropriately to requests
Conversation Handling
When guest requests unavailable item:
AI: “I’m sorry, we’re currently out of the chocolate milkshake. Would you like to try our vanilla or strawberry instead?”
Key elements:
- Acknowledge the request
- Explain unavailability briefly
- Offer specific alternatives
- Don’t over-apologize or elaborate
Proactive Removal
AI stops offering unavailable items:
- Removed from upsell suggestions
- Removed from combo options
- Not mentioned in recommendations
- Silently excluded from conversation
Guests don’t hear about items they can’t have.
Outage Communication Methods
Staff Voice Commands
“AI, we’re out of chicken tenders”
“86 the apple pie”
“No more large cups”
Some systems understand voice commands from staff through the headset.
Manager Dashboard
Digital interface to:
- Toggle item availability
- Set expected return time
- Apply to specific locations
- View outage history
POS Integration
Automatic sync when:
- Inventory reaches zero
- Staff marks item unavailable
- System detects equipment issue
Automated Detection
Advanced systems can detect patterns:
- Repeated failures to fulfill item
- Kitchen rejecting orders
- Unusual error patterns
Outage Scope Levels
Item-Level
Single menu item unavailable:
- Chocolate shake out, vanilla available
- Large fries out, medium/small available
Category-Level
Entire category affected:
- All milkshakes unavailable (machine down)
- All fried items out (fryer problem)
Daypart-Level
Time-specific outages:
- Breakfast items after 10:30 AM
- Late-night limited menu
Location-Level
Single store issues don’t affect others:
- Store A out of chicken
- Store B fully stocked
Best Practices for Outage Management
Fast Communication
Minimize time between running out and AI knowing:
- Real-time update systems
- Easy staff interfaces
- Automated detection where possible
Clear Alternatives
Always offer substitutes:
- Similar items
- Comparable value
- Relevant to original request
Good: “We’re out of the Big Mac. Would you like a Quarter Pounder instead?”
Bad: “We’re out of that.”
Appropriate Tone
Handle gracefully:
- Brief apology
- No excessive apologizing
- Maintain service momentum
- Don’t make it awkward
Restoration Alerts
When items return:
- Remove outage status promptly
- AI begins offering again
- Consider “back in stock” mention if appropriate
Tracking Outage Patterns
Metrics to Monitor
| Metric | Purpose |
|---|---|
| Outage frequency | How often items go out |
| Duration | How long outages last |
| Impact | Guest requests during outage |
| Recovery | Time to restock |
| Patterns | Predictable outages |
Operational Insights
Outage data reveals:
- Inventory management gaps
- Popular item demand patterns
- Equipment reliability issues
- Supplier problems
Common Misconceptions About Item Outages
Misconception: “Guests understand when items are out.”
Reality: Guests understand in theory but are still disappointed. How you handle the situation determines whether disappointment becomes frustration or acceptance. Proactive handling with alternatives maintains satisfaction.
Misconception: “Outages are rare enough not to worry about.”
Reality: Outages are common in real operations. Equipment fails, supplies run out, demand spikes unexpectedly. Systems must handle outages gracefully because they’re routine, not exceptional.
Misconception: “Voice AI can’t know what’s in stock.”
Reality: Voice AI connected to POS and inventory systems can have real-time availability data. Staff can also manually update status quickly. The technology supports awareness; operational process must ensure updates happen.