Pablo Rivero, CEO of Resy and SVP of Global Dining for Amex, shares insights from the forefront of restaurant technology. He discusses the impact of AI on dining reservations, balancing efficiency with the need for human connection. The integration of Tock into Resy unveils challenges and innovations in customer journeys. Rivero also explores how personalized advertising can enhance dining experiences and the cultural revival of dining post-pandemic, offering a fascinating look at the future of the industry.
Pablo Rivero discusses how Agentic AI is transforming restaurant reservations by providing personalized experiences that enhance user satisfaction.
The acquisition of Tock by Resy highlights the company's commitment to streamlining reservation technology and improving restaurant customer relationships.
Deep dives
The Impact of Agentic AI on Restaurant Reservations
Agentic AI is revolutionizing the way restaurant reservations are handled, with a focus on personalization and convenience. The integration of OpenAI's operator with OpenTable illustrates how this technology can streamline the reservation process, though it is still in its early stages. As demonstrated by a test user experience, the AI's recommendations vary in quality, indicating a need for more precise input to better tailor suggestions to individual preferences. The future potential is significant, as leveraging AI to consider personal dining history could greatly enhance user satisfaction and reduce the time spent searching for suitable restaurants.
Resi's Growth and Integration Challenges
The acquisition of Talk by Resi emphasizes the ongoing efforts to enhance reservation technology and services within the restaurant industry. This collaboration aims to merge various functionalities, allowing restaurants to better manage their customer relationships and improve the booking experience. However, the integration process involves addressing technical challenges and ensuring a seamless transition for both staff and diners. By focusing on enhancing these technologies, Resi aims to create a more efficient dining experience for users while facilitating restaurant operations.
Tackling Reservation Bots and Brokers
The negative influence of reservation bots and brokers on restaurants is a growing concern, as they lead to higher cancellation and no-show rates. In response, Resi has actively engaged in legislative efforts, including supporting a New York law aimed at combating unauthorized reservation resale. The platform has established a dedicated team to address these issues, focusing on implementing automated solutions to minimize unauthorized bookings. By understanding and confronting these challenges, Resi aims to support restaurants while ensuring that their reservation processes remain effective and reliable.
Future Directions in Dining Technology and AI
The ongoing evolution of dining technology is rooted in enhancing both efficiency and customer experience in restaurants. Looking forward, there is a commitment to harnessing AI for personalized dining recommendations based on customer behavior and preferences. This effort aims to improve discovery in restaurant choices while supporting reservation efforts through tools that drive customer engagement. As the industry navigates these advancements, maintaining a focus on hospitality and meaningful human connections remains a critical priority for the future of dining.
Finally, Resy CEO Pablo Rivero joins The Simmer, completing our trifecta of interviews with leaders of the country’s largest reservations providers. In his role as SVP of global dining, he also oversees Tock, the reservations and ticketing platform Amex acquired last year for $400 million. It was a smart acquisition: American Express cardholders spent a staggering $100 billion (!!!) on dining in 2023. In this episode, we discuss artificial intelligence, bots, exclusivity, and the future of the reservations business.
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