Introduction
PolyAI, a leading provider of voice AI solutions for customer experience and service, has announced an exciting new partnership with OpenTable, a global leader in restaurant technology. This collaboration introduces PolyAI’s innovative guest-led voice assistants to enterprise-level restaurants, allowing them to handle reservations, answer customer inquiries, and gain insights into customer trends—all while reducing the workload on staff.
The partnership aims to address the pressing challenge of staffing shortages in the restaurant industry, enabling restaurants to provide a seamless customer experience both in-house and over the phone.
Addressing Staffing Challenges in the Restaurant Industry
The restaurant industry continues to face significant challenges due to staff shortages. According to a survey by the National Restaurant Association, 62% of operators report they do not have enough employees to meet the existing demand. With limited staff focusing on in-house diners, many restaurants miss 30-60% of incoming calls, which translates to missed reservations and revenue opportunities. PolyAI’s voice AI technology addresses this issue by ensuring that restaurants never miss another call.
Enhancing Restaurant Efficiency with Voice AI
Through this strategic partnership, OpenTable’s global network of restaurants can now leverage PolyAI’s lifelike voice assistants, powered by generative AI and spoken language technologies. This integration enables diners to seamlessly book and manage reservations over the phone, both during and outside of operating hours.
Susan Lee, Chief Strategy Officer at OpenTable, emphasizes the impact this technology will have on restaurant efficiency:
“We continue to invest in technology that enhances hospitality. Our integration with PolyAI is a new way we can drive efficiencies for restaurants and improve the experience for diners.”
For larger restaurant operators, this partnership offers tailored voice assistant solutions that meet the unique needs of multi-location and multi-brand portfolios, providing enterprise-grade security, availability, and data protection.
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Maximizing Revenue and Improving Operations
PolyAI’s voice assistants can resolve up to 70% of incoming calls, allowing restaurants to manage reservations and inquiries without the need for additional staff. This helps operators streamline operations and increase revenue.
Michael Chen, VP of Strategic Alliances at PolyAI, explains:
“We’re thrilled to work with OpenTable to help more restaurant operators attract diners, streamline operations, and maximize revenue.”
Case Study: Melting Pot Restaurants Lead Early Adoption
North America-based fondue restaurant chain Melting Pot is one of the first to adopt PolyAI’s voice AI technology through this partnership. With locations in Indiana, New Jersey, and New York already implementing the technology, the restaurant group has seen quick results. PolyAI voice assistants can go live in as few as three weeks, minimizing the time needed for tech setup and allowing staff to focus on guest service.
Randy Barnett, VP of Innovative Technology Systems & Data at Melting Pot Restaurants, Inc., highlights the benefits:
“By integrating this technology, our teams can spend more time delivering the Perfect Night Out to our guests.”
Melting Pot’s team members and guests have embraced the voice assistant, which integrates seamlessly with OpenTable’s reservation system, offering a smooth experience for booking, changing, or canceling reservations.
Smart Automation for Superior Guest Experience
PolyAI’s smart automation solutions prioritize the guest experience while allowing restaurant staff to focus on onsite diners. The voice assistants handle customer interactions over the phone, providing immediate attention and resolution to offsite guests, which, in turn, preserves the intimate dining environment for in-house guests.
Barnett added:
“PolyAI’s voice assistant enhances the immersive experience we offer at Melting Pot, giving our teams more time to focus on our in-house guests while ensuring that offsite guests are attended to quickly.”
Seamless Integration via OpenTable’s Marketplace
Restaurants using OpenTable can easily request the PolyAI voice assistant through OpenTable’s Integration Marketplace, which supports over 150 widely used restaurant software integrations. Beyond managing reservations, PolyAI’s voice assistants help operators create consistent brand experiences, increase upselling opportunities, and collect valuable diner feedback.
By adopting PolyAI’s technology, restaurants can gain a powerful new tool for enhancing the customer experience, driving more personalized service, and improving overall customer satisfaction.
Conclusion
The partnership between PolyAI and OpenTable marks a significant step forward for the restaurant industry, offering a solution to staffing shortages while improving efficiency and customer service. With smart automation powered by voice AI, restaurants can deliver a seamless and on-brand experience for their guests, whether they are dining in or interacting over the phone.
For restaurants seeking to enhance their operations, this partnership provides a path to more consistent, scalable service, ensuring no reservation or inquiry goes unanswered.