The AI host is a diligent “team member” for now, with plans for more detailed interactions coming soon, and on September 12, the company announced an OpenTable integration allowing users to book reservations via the AI voice agent by phone. (Source: Image by RR)

From Reservations to FAQs, AI Voice Assistants Manage Restaurant Calls 24/7

AI voice assistants are becoming increasingly popular in the restaurant industry, providing a solution for handling phone inquiries about reservations, seating, and general questions. These AI hosts, like Jasmine from Maitre-D AI, offer around-the-clock support, answering basic questions and freeing up human staff from phone duties. Startups such as Newo, RestoHost, and Slang are rapidly rolling out these AI systems across restaurants in cities like San Francisco, Atlanta, and New York, enabling establishments to handle high call volumes more efficiently.

Restaurant owners, such as Matt Ho of Bodega SF, have embraced AI hosts as a way to streamline operations and reduce disruptions during service. Ho’s restaurant became an early adopter of Maitre-D AI, helping the startup test and improve its system. According to a story in wired.com, many restaurant operators find that AI hosts can handle the bulk of inquiries, while human hosts are freed up for more complex tasks. However, AI’s limitations are apparent when conversations veer off script or require emotional responses, leading some owners to remain cautious about fully replacing human interaction.

While AI voice assistants offer convenience, the technology is not without challenges. Latency issues and nondeterministic behavior can result in delays or awkward interactions, which may frustrate customers. Additionally, handling sensitive issues such as complaints or specific inquiries about the restaurant’s atmosphere may still be better suited to human employees. Founders of AI startups acknowledge these limitations and continue to improve the systems to provide more sophisticated, human-like interactions in the future.

For some restaurant owners, like Brian Owens of Crave Fishbar in New York, the AI experience proved unsatisfactory, with customers expressing frustration when they couldn’t reach a human staff member. Despite these setbacks, AI voice assistants are gaining traction as a helpful, cost-effective team member in the restaurant industry, and companies like Slang are working on integrations with platforms like OpenTable to offer a smoother reservation experience through AI hosts.

read more at wired.com