PolyAI recently held its annual VOX conference, where OpenTable and other industry leaders gathered to discuss voice AI’s transformative power in hospitality. Voice AI, in simple terms, is technology that allows computers and other devices to understand and respond to spoken language. For consumers, it’s like talking to a super smart assistant that can listen, process what you’re saying, and then do what you asked—whether that’s answering a question or taking an action like making a reservation. It was once seen as a futuristic idea and is now the brains behind voice assistants like PolyAI.
In one session at the conference, OpenTable’s Vice President of Sales and Services, Scott Hudson, and Adam Biolchin, General Manager at RPM Italian (Lettuce Entertain You Restaurants) delved into the exciting ways voice AI is shaping the future of dining.
Real-world impact
During the VOX 2024 panel discussion, Scott and Adam highlighted the powerful impact of voice AI. Adam shared how implementing voice AI helped the team improve both guest satisfaction and staff morale. By taking the burden of answering phones off hosts during peak hours, staff could engage more naturally with guests.
Scott highlighted another key benefit: the ability to scale a restaurant’s unique brand voice. “With voice AI, operators can deliver a consistent brand experience even before diners set foot in the restaurant,” he said.
Why voice AI matters for restaurants
In a time when restaurants are increasingly balancing labor shortages and growing guest expectations, voice AI offers a solution that bridges operational efficiency with exceptional hospitality. It has the potential to help restaurants with:
- Alleviate staffing challenges: The National Restaurant Association reports that 63% of restaurants struggle to answer phone calls during busy periods. With voice AI, restaurants can better handle call volume, while still focusing on in-person guests at the restaurant.
- Increase operational efficiency: Hosts juggle multiple tasks—from answering phones to managing reservations and greeting diners—often under tremendous pressure. Having voice AI to answer the phone is one less thing they need to juggle, helping to increase efficiency.
- Offer a consistent guest experience: Diners want and deserve seamless, personalized experiences, whether they’re calling about your valet service or booking a table. Using voice AI ensures they’re getting a consistent brand experience from start to finish.
Leveraging data for smarter decisions
Voice AI doesn’t just answer questions—it listens, learns, and collects valuable data. By analyzing call trends, restaurants can gain valuable insights into diner preferences and pain points. For example, if callers frequently ask about allergens, operators can update websites and menus with this information. This change can reduce the number of calls. They can also improve training programs to handle this topic better.
Scott emphasized OpenTable’s commitment to leveraging data responsibly, providing restaurants with actionable insights that don’t overwhelm. “Our goal is to enhance the story, not confuse it,” he explained. By integrating AI-driven insights into platforms, restaurants can make data-informed decisions that improve service and profits.
Embracing AI
While Voice AI can automate routine tasks like answering phone calls, it will never replace the human warmth that defines hospitality. Instead, it ensures consistent, efficient service, allowing staff to focus on creating memorable in-person experiences.
Restaurants ready to embrace this innovation can partner with leaders like OpenTable and PolyAI to stay ahead of the curve. By combining human hospitality with cutting-edge technology, the future of dining promises to be more seamless and guest-centric than ever.
Want to learn more? Get in touch to learn how OpenTable integrates with PolyAI to help restaurants thrive.
