Restaurants are using artificial intelligence (AI)

to answer the phone and tell them what they want to hear.

 

 

Is a Real Human Still Answering the Phone at Your Favourite Restaurant?

 

Is AI answering your restaurant reservation calls? Learn how AI phone systems are replacing hosts and why human interaction still matters.

Next time you call a restaurant to book a table, pause for a moment, you might not be talking to a real person.

A growing number of restaurants now use AI-powered voice assistants to handle phone reservations. According to Wired, this shift is one of the lesser-known applications of AI in the hospitality industry, but it’s becoming more common with each passing year.

 AI Reservations Are Quietly Taking Over

Several startups have recently launched to automate restaurant reservations. For instance:

• Maitre-D AI plans to debut in the Bay Area in 2024.

• RestoHost already answers calls for over 150 restaurants in Atlanta.

• Slang, originally focused elsewhere, pivoted last year to serve restaurants after raising $20 million in funding.

Although AI handling phone calls may sound harmless, it signals a larger trend: AI is gradually replacing human customer service roles across industries.

The Pitch: Helping Overwhelmed Staff

These companies promote their AI tools as support for overworked restaurant teams, especially in the post-COVID world, where staff shortages remain widespread.

As Slang CEO Alex Sambvani explained to Wired, popular restaurants receive 800 to 1,000 calls per month. That’s about 30+ calls per day, often from customers asking basic questions or expressing frustration.

That volume puts a strain on hosts and managers during peak service hours. AI voice systems promise to reduce that burden.

Real-World Experience: A Mixed Bag

Restaurant owner Matt Ho, who uses RestoHost at his San Francisco eatery, shared his experience:

“The phones would ring constantly during service. Many questions could have been answered just by looking at our website. This platform helps the host focus and keeps the dining area peaceful.”

However, not everyone is convinced.

When AI Falls Short

While the idea sounds great in theory, the execution is often flawed. The Wired reporter noted that most AI agents struggled to handle unexpected requests. When she tried to cancel a reservation mid-call, the system paused awkwardly or went silent.

Speed, flexibility, and personality, the very things that make human conversations work, are still lacking in many AI tools.

The Human Touch Still Matters

Brian Owens, a New York restaurateur, initially embraced AI with hopes of reducing labour costs. However, customer feedback changed his mind.

“If you ask a robot about the vibe at our restaurant, it can’t explain it like a human can,” Owens said.
“I train my hosts to answer with a smile, you just don’t get that with AI.”

He’s not alone in his scepticism.

A recent survey found that over 50% of consumers would switch to a competitor if they discovered a company used AI for customer service. Human interaction still holds significant value, especially in hospitality.

Should Restaurants Stick with Real People?

While AI offers convenience and efficiency, it can’t yet replicate the warmth and nuance of a human voice. For many diners, a friendly host still beats an efficient bot.

So the next time you call to reserve a table, listen closely. The voice on the other end might not belong to a person, but it could determine whether you return for a second visit.