PolyAI, a leader in voice AI solutions for enhancing customer experience, has announced a strategic partnership with OpenTable, a global leader in restaurant technology. This collaboration expands PolyAI’s guest-led voice assistants to enterprise restaurants, enabling them to take reservations over the phone, answer customer inquiries, gain insights into customer trends, and maintain on-brand experiences—all while freeing up staff time and resources.
Addressing Staffing Challenges in the Restaurant Industry
This alliance introduces PolyAI’s lifelike voice AI to help restaurants manage staffing challenges and deliver consistent hospitality, even when off-premise. According to a survey by the National Restaurant Association, 62% of restaurant operators reported insufficient staffing to meet demand. As a result, many restaurant groups miss out on 30-60% of incoming phone calls, leading to lost revenue opportunities and crucial customer interactions.
Key Benefits of the Partnership
- Seamless Integration: OpenTable’s extensive network of restaurants can now incorporate PolyAI voice assistants, powered by generative AI and spoken language technologies, to facilitate effortless booking and management of reservations over the phone, even outside of operating hours.
- Enhanced Guest Experience: Susan Lee, Chief Strategy Officer at OpenTable, emphasized the importance of managing guest experience, stating, “Our integration with PolyAI is a new way we can drive efficiencies for our restaurants and diners.”
Custom Solutions for Larger Operators
The partnership allows larger operators to create multiple iterations of voice assistants tailored to the needs of multi-location and multi-brand portfolios. PolyAI ensures enterprise-grade availability, security, and data protection throughout the integration.
Michael Chen, VP of Strategic Alliances at PolyAI, highlighted their extensive experience in deploying voice assistants, noting, “We help operators resolve up to 70% of calls over the phone without additional staff.”
Early Adoption by Melting Pot Restaurants
The North America-based fondue restaurant chain, Melting Pot, is among the first to adopt this partnership. With PolyAI voice assistants being rolled out in locations across Indiana, New Jersey, and New York, the rapid scalability of the technology is evident. Randy Barnett, VP of Innovative Technology Systems & Data at Melting Pot Restaurants, Inc., stated, “Locations can go live with a branded, pre-trained voice assistant in as few as three weeks.”
Focus on Guest Experience
Barnett emphasized the importance of maintaining an immersive dining experience, stating, “Integrating this technology allows our teams to focus on delivering the Perfect Night Out for our guests.” The voice assistant not only addresses offsite guest inquiries but also preserves the intimate atmosphere for in-house diners.
Integration and Future Prospects
OpenTable restaurants can request integration with PolyAI via its Integration Marketplace, which features over 150 integrations with popular restaurant software. Beyond reservation management, PolyAI’s voice assistants provide a powerful channel for implementing consistent brand experiences, driving personalization, generating proactive revenue opportunities, and enhancing customer feedback collection and satisfaction tracking.
The partnership between PolyAI and OpenTable is set to revolutionize how restaurants manage reservations and customer interactions, improving operational efficiency while enhancing the overall guest experience.
