PolyAI joins forces with OpenTable to enhance restaurant reservations with voice AI

PolyAI, a leading provider of voice artificial intelligence solutions for customer experience, has joined forces with OpenTable, a global leader in restaurant technology, to revolutionise the way enterprise restaurants handle reservations. This strategic partnership aims to equip restaurants with PolyAI’s advanced voice assistants, enabling seamless reservation management over the phone, enhancing customer engagement, and ultimately alleviating the staffing burdens that many restaurants face today.

This collaboration is particularly timely, as a survey from the National Restaurant Association revealed that 62% of restaurant operators are struggling to meet customer demand due to insufficient staff. The data indicates that many restaurants miss between 30% to 60% of incoming calls, leading to significant revenue losses and missed opportunities for customer interaction. By deploying PolyAI’s voice assistants, restaurants can effectively manage reservations and inquiries without overextending their on-site staff.

Susan Lee, Chief Strategy Officer at OpenTable, expressed the complexities that large restaurant operators encounter when managing guest experiences at scale. She highlighted the ongoing investment in innovative technologies that enhance hospitality, noting that the integration with PolyAI is a transformative approach to improving operational efficiency for restaurants and their patrons.

Expanding capabilities for large restaurant groups

For larger restaurant operators, this partnership offers the ability to tailor voice assistants to meet the specific needs of multiple locations and diverse brands. PolyAI’s technology is designed to manage a high volume of calls, potentially resolving up to 70% of customer inquiries without the need for additional staff, according to Michael Chen, Vice President of Strategic Alliances at PolyAI. He explained that this partnership builds on PolyAI’s longstanding relationship with the restaurant industry, aiming to provide enhanced solutions that attract more diners and streamline operations.

An early adopter of this innovative technology is the Melting Pot, a well-known fondue restaurant chain based in North America. Randy Barnett, Vice President of Innovative Technology Systems & Data at Melting Pot Restaurants, highlighted the rapid deployment of PolyAI voice assistants across locations in Indiana, New Jersey, and New York. He emphasised that restaurants can implement a branded voice assistant in as little as three weeks, allowing staff to dedicate more time to customer service.

Barnett noted that the integration not only offers immediate attention to off-site guests preparing for their dining experience but also preserves the intimate atmosphere that Melting Pot aims to provide for in-house diners. He reported that both team members and guests have responded positively to the voice assistant, which facilitates seamless booking, modification, or cancellation of reservations through OpenTable.

Harnessing technology to enhance guest experiences

The integration process for OpenTable restaurants will be facilitated through its Integration Marketplace, which offers over 150 integrations with popular restaurant software. Beyond managing reservations, PolyAI’s voice assistants provide restaurants with new channels to implement consistent brand experiences, enhancing personalisation, proactively driving revenue, and collecting valuable diner feedback.

As the restaurant industry continues to grapple with staffing shortages and rising customer expectations, this partnership between PolyAI and OpenTable represents a significant advance in leveraging technology to improve operational efficiency and enrich the customer experience.

Expert Opinion: Maximising revenue and customer satisfaction

The integration of voice AI into restaurant operations could be a game changer for the industry. Experts suggest that implementing such technology not only improves the efficiency of reservation management but also creates opportunities for upselling and enhancing customer satisfaction. By utilising voice assistants, restaurants can respond to inquiries and make bookings outside of regular hours, which is crucial in a highly competitive market. This technology empowers staff to focus on delivering exceptional service, thereby enriching the overall dining experience.