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The big picture: Fast-food joints aren't the only establishments in the food service industry experimenting with artificial intelligence. A growing number of restaurants in major metropolitan areas including Atlanta, Miami, New York, and San Francisco are employing AI chatbots to replace humans in answering the phone.
Several startups have emerged in the space, offering AI platforms capable of greeting callers and answering general questions about topics such as seating, dress codes, reservations, and allergy policies. RestoHost, which services 150 restaurants in the Atlanta metro area, said its AI can handle 90 percent of call requests without having to get a human on the line.
Services operate on a tiered subscription model, with premium tiers affording more functionality than cheaper plans. Some are even able to communicate in multiple languages – no doubt an advantage in culturally diverse regions.
Restaurants still field a ton of calls despite readily available online resources that can provide answers to many common questions. Alex Sambvani, CEO and co-founder of AI-led call center Slang, said restaurants receive a lot of calls compared to other businesses, especially if they have a solid reputation and accept reservations.
According to Sambvani, it is not uncommon for in-demand restaurants to receive anywhere between 800 and 1,000 calls a month.
Opinions on AI call-takers are mixed. Matt Ho, owner of Bodega SF, told Wired the platform makes the job easier for their host and does not disturb guests while they are eating. Crave Fishbar co-owner Brian Owens was high on AI initially, but things changed after analyzing calls from upset customers trying to get a human on the line. Some even went as far as to curse the chatbot, he said.
Have you experienced an AI chatbot when calling a restaurant or even in a drive-thru? If so, what was your experience like? Would you rather be talking to a real person, or are you alright with interacting with a chatbot so long as they get the job done to your satisfaction?
Image credit: Cottonbro Studios, Zyanya BMO