At first look, the concept of integrating artificial intelligence (AI) into the restaurant expertise appears counterintuitive. In spite of everything, sitting down for a meal is likely one of the most basically human experiences there’s—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 permits extra of it. And for eating places, that’s an operational game-changer.
Regardless of macroeconomic circumstances, persons are nonetheless going out to eat—actually, OpenTable knowledge reveals 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 Industry 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 can assist shut the gaps.
Take one thing so simple as answering the cellphone: 59% of customers grasp 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 cellphone brokers like Slang.ai and PolyAI can assist eating places take reservations and reply pertinent eating questions, 24/7. This implies much less time spent manning the cellphone, 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 cellphone 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 instrument—say, one which solely manages stock or solely optimizes workers scheduling. Or perhaps you don’t have sources for a full marketing crew however may use giant studying fashions like ChatGPT as a place to begin to create advertising and marketing campaigns, social media content material, and even assist produce branded swag.
You’ll be able to see the themes which can be showing right here: lowering 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 cellphone, the extra time they’ll commit to the core a part of the job: delivering nice hospitality. Diners are the beneficiary of this upleveled eating expertise—they may really feel,however not see, AI behind the curtains.
Using 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 powerful curiosity in adoption: 72% of restaurant operators plan to adopt 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 will, in flip, construct a stronger business.
Debby Soo is CEO of OpenTable.
