Discrete and Process Automation

Chatbots in restaurants

05 October 2022
Source: iamwire

Why is there a high demand for chatbots in restaurants?

Due to the stress to maintain family and work responsibilities, a rising number of Americans are trying to cook less at home, resulting in an increase in takeout and delivery business for restaurants. Previously, restaurants with quick service facilities were the main source for delivery or takeout food orders. However, since 2014, digital ordering has contributed to the rise of the takeout and delivery business, with a 300% higher growth rate than dine-in traffic. Ordering via mobile apps or online used to be the two major elements of the digital ordering system for restaurants. Digital ordering provides potential benefits such as greater revenue, enhanced capacity management, growth in productivity and enhanced sales promotion and customer relations.

What are chatbots?

As a result of recent advances in artificial intelligence, chatbots offer a promising shift in the manner in which consumers engage digitally with the restaurant industry. Chatbots are machine conversation systems that interact with human users via natural conversational language. A chatbot is considered smart when it understands the user's needs, relying on its intelligence level to handle any conversational scenario. For instance, a chatbot assists a user in reserving a hotel room. The consumer is prompted to specify a date for booking the room. Everything is satisfactory until the user asks, "Are there any luxury rooms available?" Then, a smart chatbot will comprehend this and provide a persuasive response, as it is developed to respond to user inquiries.

Chatbots are distinguished by their capacity to comprehend and process natural language. The answer is determined using natural language processing by examining the provided content into agents, intents, contexts, entities and actions. Chatbots are designed to elicit communication similar to humans via voice or text using mobile chat apps, such as SMS, Twitter, Facebook Messenger, Slack, Alexa or Google Home. With the installed skills, they can now assist clients in locating restaurants, placing takeout orders, making reservations and checking the dress code of hotels as well.

Examples of chatbot usage in restaurants

In the restaurant sector, chatbots may be utilized to digitize a variety of customer care duties. Below are a few of the most typical applications of restaurant chatbots.

Food ordering

In order for consumers to actually purchase meals, restaurant chatbots are used to handle takeaway orders on social media platforms and restaurant websites. In comparison to other methods, this might be useful since particular requests can be made and orders can be made in advance. Nonetheless, chatbots may also be utilized in various ways. For example, a restaurant could choose to employ chatbots to allow diners to make orders for a sit-down meal in advance. Additionally, an increasing number of restaurants are using chatbots within the restaurant itself, allowing diners to place orders without waiting for service workers.

Booking tables

Among the major possible applications for restaurant chatbots is to enable customers to book a table without interacting with personnel. This is often accomplished via an automated chat option on the restaurant's website, although social media integration may also be used. The key advantage of taking table reservations using chatbots is the flexibility to handle reservations at any time of day, even when staff members are absent or distracted with other duties.

Real-time chat support for users

Restaurant chatbots may also be used to provide live customer service through a chat function, which is an important use for individuals in the hotel industry. It is also usual for chatbots to be implemented on messaging applications. Once more, this work may be done through the restaurant's website or social media platforms.

Benefits of chatbots for restaurant owners

Chatbots may be readily linked with any restaurant's current communication system, such as websites, POS and mobile applications. Therefore, they provide a viable extension to today's digital food ordering system. For restaurant operators, chatbots provide the same operational advantages as digital ordering techniques, including greater income, increased efficiency and reduced personnel expenses. Furthermore, chatbots have a communication edge over mobile apps and online ordering techniques since they enable users to avoid process steps or order as naturally as with a waiter.


In the hotel industry, restaurant chatbots are becoming increasingly beneficial, allowing companies to provide customer care 24/7 while saving money and time. Chatbots are proving to be excellent for managing table reservations, receiving food orders, providing live customer support, and answering some simple questions related to the restaurant itself and the menu. The restaurant chatbot allows customer service representatives to devote more time to more complex situations.

To contact the author of this article, email GlobalSpecEditors@globalspec.com

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