OpenTable launches AI Concierge to streamline restaurant bookings
OpenTable has launched its new generative AI assistant, Concierge, which offers instant insights for diners at over 60,000 restaurants worldwide.
The new feature is designed to simplify the process of researching and booking restaurants by addressing common concerns through AI-driven responses integrated into each restaurant's profile on the platform. OpenTable reports that integrating generative AI provides enhanced access to information on menus, dietary preferences, opening hours, and more - features that have been highlighted as important by its user base.
Research findings
According to a recent survey of 1,500 Australian consumers conducted by OpenTable, 55% of Australians research a restaurant before booking, spending an average of 18 minutes to find sufficient information. This research also found that 27% of Australians have decided not to book a restaurant because they could not find enough information online, and 13% said they gave up on booking because they found it too difficult to contact the restaurant directly.
The survey results also indicate that diners most commonly seek information about restaurant opening hours (52%), menu items (42%), and addresses (20%). OpenTable identifies these findings as a clear indication that streamlining access to such information can greatly improve the booking experience for both diners and restaurants.
Concierge features
Concierge leverages OpenTable's comprehensive restaurant data, including menus, reviews, and descriptions, and draws on insights through integrations with Perplexity and OpenAI APIs. The company states that in the future, Concierge will be able to facilitate bookings directly through conversational prompts.
"Today's diners are extremely savvy, and oftentimes they want to know exactly what to order and whether specific needs can be met before they ever step through the door. Concierge makes that effortless," said Sagar Mehta, CTO of OpenTable. "For restaurants, this helps convert browsers into bookers, and can alleviate the amount of time spent fielding questions that diners can now answer on their own."
OpenTable asserts that this approach benefits restaurants by reducing the loss of potential bookings and limiting the resources allocated to managing frequently asked questions, while for diners it enables more rapid and confident decision-making.
Commitment to AI
OpenTable states that the launch of Concierge marks a deepened commitment to AI-powered technology to enhance experiences for both restaurant operators and diners. The company references its partnerships and integrations with organisations such as OpenAI for its Operator research preview, aiming to further develop tools that support customer service and operational efficiency.
"For restaurants, OpenTable's commitment to Al helps fill seats and drive meaningful efficiencies for routine tasks; for diners, Al meets them where they are, whether researching or booking, and can make the overall experience much more frictionless," Mehta concludes.
The development and deployment of Concierge sit within the broader trend of hospitality and technology companies seeking to integrate generative AI and conversational interfaces into everyday consumer interactions. OpenTable highlights that making restaurant discovery and booking less time-consuming and more transparent serves the needs of both sides of the hospitality market.
The OpenTable survey referenced was conducted online by PureSpectrum among a representative sample of Australians, with quotas applied to major cities, and adhered to industry-standard ethical and data accuracy guidelines as outlined by the Market Research Society and ESOMAR.
