OpenTable has launched Concierge, a generative AI-powered assistant designed to provide instant insights about restaurants on its platform, addressing a key friction point in the dining reservation process that costs restaurants bookings.
The feature, embedded within each restaurant profile on OpenTable’s network of more than 60,000 establishments, acts as an intelligent assistant that can answer diner questions about everything from directions and menu recommendations to dietary accommodations and overall restaurant experience expectations.
According to new consumer research commissioned by OpenTable, the dining decision-making process represents a significant pain point for both diners and restaurants.
The study of 1,500 Australian consumers found 55% research restaurants before booking, spending an average of 18 minutes doing so.
More critically for restaurant operators, 27% of consumers have decided against booking a restaurant because they couldn’t find sufficient information online, while an additional 13% abandoned bookings rather than call or email for details.
“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, OpenTable’s CTO.
The AI assistant draws from OpenTable’s comprehensive restaurant database, including menus, reviews, and descriptions, enhanced by integrations with Perplexity and OpenAI APIs. The system is designed to handle the most common customer inquiries: 52% of diners contact restaurants about operating hours, 42% want menu details, and 20% need address information.
For restaurant operators, Concierge represents both a conversion tool and an operational efficiency play. By providing instant answers to routine questions within the booking platform, the feature aims to reduce the administrative burden on restaurant staff while capturing reservations that might otherwise be lost due to information gaps.
The launch reflects OpenTable’s broader AI strategy, which includes partnerships with OpenAI and other technology providers to enhance both diner and restaurant experiences. Future iterations of Concierge will include the ability to book reservations directly on behalf of users.
“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’s commitment to AI helps fill seats and drive meaningful efficiencies for routine tasks; for diners, AI meets them where they are, whether researching or booking, and can make the overall experience much more frictionless,” Mehta said.
