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News » AI hosts answer restaurant calls, raising service concerns

AI hosts answer restaurant calls, raising service concerns

CEOs feel GenAI pressure amid IT spend shift
Photo from Reuters

CALIFORNIA, UNITED STATES — In response to ongoing labor shortages, restaurants across the United States are increasingly turning to AI-powered voice assistants to handle customer calls. 

These AI systems are taking on tasks from answering basic inquiries to managing reservations, alleviating staffing pressure, and raising questions about the quality of customer service.

The rise of AI restaurant hosts

According to Wired, AI restaurant hosts are becoming more common in cities like San Francisco, New York, and Atlanta. Several startups, including Maitre-D AI, RestoHost, and Slang, are leading the charge, with each offering services tailored to the hospitality industry.

These AI hosts can handle basic tasks such as making reservations, answering questions about the restaurant, and managing booking changes.

The need for AI in restaurant operations

Alex Sambvani, CEO of Slang, explained the demand: “Restaurants get a high volume of phone calls compared to other businesses, especially if they’re popular and take reservations.” He estimates that popular establishments receive between 800 and 1,000 calls per month.

For Bodega SF owner Matt Ho, who uses RestoHost at his San Francisco restaurant, AI helps ease this burden. “The phones would ring constantly throughout service,” he said. Ho found that implementing AI made his team’s jobs easier by filtering out calls for basic questions that could be answered by a chatbot, leaving human staff to focus on in-person service.

“This platform makes the job easier for the host and does not disturb guests while they’re enjoying their meal.”

Brian Owens, co-owner of the New York restaurant Crave Fishbar, added, “Here’s your virtual host, it will save you some money on labor.”

Benefits of AI hosting for restaurants

Implementing AI hosting systems offers several advantages for restaurants:

  1. Reduced workload for human staff
  2. Ability to handle high call volumes efficiently
  3. 24/7 availability for customer inquiries
  4. Consistency in handling routine questions and reservations

Challenges and limitations of AI hosts

Despite the benefits, AI hosting systems face several challenges:

  • Latency issues: Some users report delays in AI responses
  • Limited flexibility: AI may struggle with complex or unexpected requests
  • Lack of personal touch: AI cannot replicate the warmth of human interaction

Brian Owens, co-owner of Crave Fishbar in New York, initially saw AI as a cost-saving measure but later recognized its limitations. 

“If you’re asking a robot how the vibe at the restaurant is, versus someone who is able to explain it by not using keywords—you know the difference,” Owens noted.

Customer preferences and the future of AI in hospitality

While AI hosts may offer efficiency, the importance of human interaction in hospitality cannot be overlooked. A recent survey showed that over half of customers would switch to a competitor if they found a business was using AI in a customer service role.

Moreover, 53% of consumers still prefer human agents over AI when dealing with complex customer service issues, according to a Cogito survey.

As AI technology continues to evolve, finding the right balance between automation and human touch will be crucial for restaurants aiming to provide exceptional customer service while managing operational challenges.

 

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