At first look, the thought of integrating synthetic intelligence (AI) into the restaurant expertise appears counterintuitive. In any case, sitting down for a meal is among the most essentially human experiences there may be—from the nice and cozy greeting on the host stand, to the conversations on the desk, and the sensation of consuming meals that another person ready for you with care. However when utilized thoughtfully, AI doesn’t detract from that—it allows extra of it. And for eating places, that’s an operational game-changer.
Regardless of macroeconomic circumstances, persons are nonetheless going out to eat—in truth, OpenTable information exhibits that eating is up 7% yr over yearat the time of writing. However eating places are feeling the squeeze navigating continued staffing shortages, shrinking margins, and the looming influence of tariffs. The Nationwide Restaurant Affiliation’s 2025 State of the Business report revealed over a 3rd (39%) of eating places weren’t worthwhile in 2024. In the meantime, 95% of operators mentioned labor prices have been a big problem final yr, and 77% mentioned recruiting and retaining workers stays a big problem.
And that’s the place AI may also help shut the gaps.
Take one thing so simple as answering the telephone: 59% of consumers hold up after being positioned on maintain for a minute or much less and it’s estimated that over 60% of calls to eating places go unanswered throughout peak hours —that’s cash off a backside line that’s already working on a razor-thin margin of ~3-4%.
AI telephone brokers like Slang.ai and PolyAI may also help eating places take reservations and reply pertinent eating questions, 24/7. This implies much less time spent manning the telephone, and extra income from elevated bookings. Know-how has even come thus far that these voice brokers may be educated on a restaurant’s model and tone-of-voice in order that heat and hospitality aren’t misplaced to effectivity.
Automating telephone calls is an effective instance of how eating places can begin small with AI. With any enterprise, a test-and-learn strategy helps you determine which instruments are proper for the job and helps get crew members on board. Restaurant homeowners can begin by implementing a single software—say, one which solely manages stock or solely optimizes employees scheduling. Or perhaps you don’t have sources for a full advertising crew however might use giant studying fashions like ChatGPT as a place to begin to create advertising campaigns, social media content material, and even assist produce branded swag.
You’ll be able to see the themes which are showing right here: decreasing operational friction and prices and streamlining processes. As a result of the much less time restaurant managers spend within the workplace or hosts spend on the telephone, the extra time they’ll dedicate to the core a part of the job: delivering nice hospitality. Diners are the beneficiary of this upleveled eating expertise—they are going to really feel,however not see, AI behind the curtains.
The usage of AI will undoubtedly speed up throughout the hospitality sector within the close to and long-term future and it’s promising and thrilling to see a robust curiosity in adoption: 72% of restaurant operators plan to undertake AI quickly, and practically 94% acknowledge its necessity to stay aggressive within the evolving panorama of meals service.
The way forward for hospitality isn’t a trade-off between high-touch service and high-tech instruments; it’s a mix of each. It’s my perception that by embracing these new instruments to construct stronger eating places, we are able to, in flip, construct a stronger business.
Debby Soo is CEO of OpenTable.
