### The Emergence of AI Voice Hosts in the Dining Sector
In recent times, artificial intelligence (AI) has penetrated various fields, ranging from healthcare and finance to retail and entertainment. One of the most recent domains to adopt AI is the hospitality sector, especially restaurants. An increasing number of dining establishments are leveraging AI voice assistants to manage customer queries and bookings via phone. These AI-driven “hosts” are rapidly gaining traction in cities like New York, San Francisco, Miami, and Atlanta, providing a preview of the future of client service in the culinary world.
#### The Introduction of AI Voice Hosts
Picture calling a restaurant and being welcomed by a friendly, human-like voice. “Hello, I’m Jasmine, an assistant for Bodega. How may I assist you?” This isn’t a human host but rather an AI voice assistant, meticulously crafted to manage everyday customer interactions. Jasmine, akin to numerous other AI voice hosts, can respond to questions regarding the restaurant’s seating availability, menu selections, and even aid with reservations. If you’ve made a call to a restaurant in a prominent U.S. city lately, there’s a strong likelihood you’ve interacted with one of these AI helpers.
While consumer-facing AI solutions like ChatGPT and Google’s Gemini Live have captured much public interest, AI voice assistants specifically designed for the hospitality sector are making a subtle impact. Companies such as **Maitre-D AI**, **Newo**, **RestoHost**, and **Slang** are at the forefront, providing AI voice technology to restaurants nationwide.
#### Why Dining Establishments Are Embracing AI
The restaurant sector has been historically burdened by staffing challenges, especially in roles like hosts and phone operators who interact with customers. The COVID-19 pandemic amplified these issues, leading many restaurants to struggle with employee retention and escalating labor costs. AI voice assistants present a remedy to these complications by offering a dependable, 24/7 service that can address routine customer inquiries without needing human participation.
David Yang, the founder of Newo, underscores the financial advantages of AI voice hosts. “At $17 per hour, you can barely cover your fuel to get to work,” he comments, emphasizing that human hosts often leave these roles quickly due to low compensation and high stress levels. In contrast, AI hosts are capable of managing a considerable number of calls without exhaustion, making them a viable choice for eateries aiming to reduce expenses and boost efficiency.
#### The Functionality of AI Voice Hosts
AI voice hosts are created to manage a wide range of client interactions, from responding to basic inquiries about the restaurant’s dress code or allergy guidelines to overseeing reservations. These systems are generally subscription-based, with various tiers providing added features such as multilingual support or compatibility with popular booking platforms like OpenTable.
For instance, **Maitre-D AI**, which debuted in the Bay Area in 2024, offers a service that can handle calls, assist with reservations, and even transfer the caller to a human if required. Nevertheless, according to Tomas Lopez-Saavedra, co-founder of RestoHost, only roughly 10% of calls necessitate human involvement. The vast majority of customer queries can be entirely addressed by the AI.
#### Who’s Reaching Out to Restaurants in the Modern Age?
In a time when most individuals can locate restaurant information online or make bookings through apps like Resy, one might question why anyone would still call a restaurant. However, as Alex Sambvani, CEO and co-founder of Slang, points out, many still prefer to speak on the phone. “Restaurants receive a high volume of calls compared to other businesses, especially if they are well-liked and accept reservations,” he states.
Typical callers comprise last-minute reservers, tourists, older demographics, and those who like to manage their to-dos while driving. Matt Ho, the proprietor of Bodega SF, affirms this. “The phones would continuously ring during service,” he shares, observing that many inquiries could be easily addressed by an AI assistant. By adopting Maitre-D AI, Ho managed to lessen the workload on his human staff, enabling them to concentrate on in-person patrons.
#### The Hurdles of AI Voice Hosts
Although AI voice hosts present numerous advantages, they aren’t devoid of obstacles. A prevalent concern is **latency**—the duration it takes for the AI to formulate a response. Many users report that AI assistants frequently request them to hold while they “think,” or remain silent for an uncomfortably long period before responding. Moreover, these systems can find it challenging to deal with **nondeterministic behavior**, meaning they might struggle when a conversation takes an unexpected turn. For instance, if a customer alters their mind about a reservation or poses a vague query, the AI may have trouble delivering a satisfactory answer.
Furthermore, AI voice hosts are not ideally suited for addressing sensitive or complicated matters. “When it comes to delicate subjects—say, you experienced food poisoning during dinner and want to express your frustrations—humans are better equipped for those calls,” Sambvani acknowledges.
