Calling a restaurant? You might be speaking with an AI host

[Shawn Knight]

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

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Calling a restaurant? You might be speaking with an AI host

 

[masaaya4]

If I am not important enough for a business for them to have a human answer my call, then that business is not important enough for me to give them my money. Simple as.

 

[brucek]

This is the kind of task I could see AI being great at. Where I live basically every restaurant is perpetually short on staff, and a lot of the staff they do have might not necessarily be at the top of their game shall we say. If this lets them use their most presentable people for something better I'm all for it.

This wouldn't help our local Taco Bell, but just to help illustrate what's going on here, for the past months it has a sign on its door announcing that it closes at 4pm "or maybe later if enough people are available to work".

 

[hahahanoobs]

Have you talked to people? They suck.
If AI works I'm all for it.

 

[human7]

I don't mind this, but I'd settle for more restaurants simply having a website you can order take out from (the number of local restaurants that don't have this never ceases to surprise me).

 

[toooooot]

This is the kind of task I could see AI being great at. Where I live basically every restaurant is perpetually short on staff, and a lot of the staff they do have might not necessarily be at the top of their game shall we say. If this lets them use their most presentable people for something better I'm all for it.

This wouldn't help our local Taco Bell, but just to help illustrate what's going on here, for the past months it has a sign on its door announcing that it closes at 4pm "or maybe later if enough people are available to work".

Better short on stuff than short on customers. If AI replaces people fast enough, many of these places might find out they did not gain much.
People need these simple jobs. There are a lot of people who are simply unable to do anything more complex.
They don't only do these jobs still, they pay to these businesses.
Somebody should think about sooner rather than late.

 

[Starfals]

Better short on stuff than short on customers. If AI replaces people fast enough, many of these places might find out they did not gain much.
People need these simple jobs. There are a lot of people who are simply unable to do anything more complex.
They don't only do these jobs still, they pay to these businesses.
Somebody should think about sooner rather than late.

Nobody cares it seems, they rather let all of these people starve. People won't be silent for long tho, soo yeah. Revolutions are incoming. People need to answer phones, wash dishes, clean floors and drive cars. Remove these jobs and its the end of the world. These jobs feed many families.

 

[Theinsanegamer]

Better short on stuff than short on customers. If AI replaces people fast enough, many of these places might find out they did not gain much.
People need these simple jobs. There are a lot of people who are simply unable to do anything more complex.
They don't only do these jobs still, they pay to these businesses.
Somebody should think about sooner rather than late.

Well, the more people demand that these jobs pay $20+ an hour, these people whom cannot do anything else will find themselves replaced by cheap AI.