Artificial intelligence chatbot debuted by OpenTable, fielding queries from restaurant-goers
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In the ever-evolving world of technology, the way customers discover restaurants online is undergoing a significant transformation. One of the most notable developments is OpenTable's AI chatbot, Concierge, which is redefining reservation and waitlist management.
According to a recent report, 54% of Americans research a restaurant before booking, spending an average of 21 minutes on research. However, 27% of Americans have given up on a booking due to not being able to find the information they were looking for. This is where Concierge steps in, aimed at saving customers time and helping restaurants capture more bookings by providing needed information quickly.
Concierge is powered by software from Perplexity and OpenAI, the maker of ChatGPT, and is embedded within restaurant profiles on OpenTable. Customers can use Concierge to ask questions about restaurant features, such as kid-friendliness or gluten-free options. Responses from Concierge include a link to book a table on OpenTable.
Moreover, the introduction of Concierge also includes predictive no-show rates, optimizing seating, and sending effective reminders to reduce bottlenecks and improve customer attendance. This AI-based tool is designed to address the information gap and prevent potential bookings from being lost.
However, it's important to note that while AI has proven to be a game-changer, its accuracy can still be an issue. Concierge includes the disclaimer: "Concierge is AI-powered and may include errors."
Meanwhile, Google's AI Overview feature and AI search engines overall have transformed restaurant discovery by aggregating data from multiple platforms like Yelp, Google Business Profiles, and reservation apps. This provides personalized, conversational recommendations that go beyond traditional keyword-based SEO.
Uber Eats has also jumped on the AI bandwagon, introducing features such as AI-driven analysis of customer reviews to highlight strengths and improvement areas, AI-generated menu item descriptions to complete menus and boost customer confidence, and AI enhancements of food photos to improve lighting, resolution, and presentation.
These developments reflect how AI is revolutionizing how consumers discover restaurants through smarter, more integrated, and visually appealing search tools. As more people skip Google and ask AI like ChatGPT to find a restaurant for them, it's clear that the future of restaurant discovery lies in the hands of AI.
This article was written by Joe Guszkowski, a senior editor with Restaurant Business, covering technology and casual-dining chains.
References: 1. Uber Eats AI Features 2. OpenTable's AI-Based Search Tools 3. Google's AI Overview Feature
- The evolution of lifestyle choices in dining out is being influenced by technological advancements, with AI chatbots like OpenTable's Concierge simplifying restaurant research and reservation processes, offering insights about food-and-drink options, kid-friendliness, and more.
- AI-driven tools in the food-and-beverage industry, such as Google's AI Overview feature and Uber Eats' AI-generated menu descriptions, are transforming the way consumers discover restaurants, providing personalized recommendations and enhancing the overall dining experience.
