Hospitality has always been about people—creating moments, anticipating needs, and turning meals into memorable experiences. But as restaurants face rising costs and ongoing staffing challenges, many are asking the same question: Can technology help us do more of what matters, not less?
In her first piece for Fast Company, OpenTable CEO Debby Soo shares how AI can help restaurants thrive—by empowering staff, not replacing them. It’s a fresh take on the role of tech in an industry built on human connection.
Here’s a quick look at the takeaways from her article:
- AI and smart automation—like voice AI integrations—can reduce operational strain without removing the human touch
- The goal isn’t to replace hospitality, but to amplify it by giving teams more time and tools to deliver personalized touches
- Labor challenges remain a top concern for restaurants, with many navigating high turnover and rising labor costs
- AI is becoming a competitive necessity—72% of restaurants plan to adopt AI in the near future
