OpenTable Launches Gen-AI Powered Concierge to Arm Diners with Instant Insights for its 60,000+ Global Restaurants

Rhea-AI Summary

OpenTable, part of Booking Holdings (NASDAQ:BKNG), has launched 'Concierge,' a groundbreaking generative AI-powered assistant integrated across its network of 60,000+ global restaurants. The new feature aims to streamline the dining discovery and booking process by providing instant restaurant insights.

According to OpenTable's consumer research, 54% of Americans spend approximately 21 minutes researching restaurants before booking, while 27% abandon bookings due to difficulty finding information online. The AI assistant addresses common inquiries about opening hours (46%), menu items (39%), and addresses (22%).

The technology leverages OpenTable's restaurant data combined with Perplexity and OpenAI APIs, marking a significant expansion of the company's AI initiatives, including partnerships with Microsoft Copilot, Amazon Alexa+, Slang AI, and PolyAI.

Positive

• Integration of AI technology could increase booking conversion rates by addressing the 27% of users who abandon bookings due to information barriers
• Partnership with major tech companies (OpenAI, Microsoft, Amazon) strengthens competitive position
• Potential for operational efficiency improvements through 24/7 AI-powered customer service
• Addresses verified customer pain points with 54% of Americans spending 21 minutes on restaurant research

Negative

• Success depends on accuracy and reliability of AI responses
• Implementation across 60,000+ restaurants may face technical challenges and adoption hurdles

News Market Reaction

-1.57%

1 alert

-1.57% News Effect

On the day this news was published, BKNG declined 1.57%, reflecting a mild negative market reaction.

Data tracked by StockTitan Argus on the day of publication.

New Feature Powers Dining Discovery, Bringing Restaurant Research Into the Booking Process

SAN FRANCISCO, July 15, 2025 /PRNewswire/ -- OpenTable, a global leader in restaurant tech, today debuted 'Concierge,' a generative AI-powered assistant designed to give diners instant insights into more than 60,000 restaurants on its network. The launch deepens OpenTable's continued investment in AI to support restaurants and diners.

From helping diners figure out how to get to a restaurant, to suggesting what to order and offering a sense of what to expect from the overall experience – including guidance for dietary preferences or restrictions – Concierge works like a helpful, in-the-know friend who's done all the homework. The assistant is embedded within each restaurant profile, and in the future, will be able to book reservations on behalf of a diner.

Concierge helps solve a real need for diners and restaurants alike. With just a few prompts, diners can move from uncertainty to confident decision-making, which for restaurants could mean a better chance of capturing the booking. According to new consumer research conducted by OpenTable:¹

• 54% of Americans research a restaurant before booking, and those that do spend around 21 minutes doing so. That's lost time in their days they can't get back.
• 27% of Americans have decided to not book a restaurant because finding the right information online was too difficult, while 17% decided not to book because they couldn't find the details they needed and didn't want to call the restaurant. That's revenue lost to the restaurant.
• Diners look to contact restaurants for more information on opening hours (46%), to know more about menu items (39%) and to find out the address (22%). Answering these questions easily via Concierge, in the same place where booking happens, frees up time for both diners and restaurants.

"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 may help turn browsers into bookers and alleviate the amount of time spent fielding questions that diners can now answer on their own."

Concierge is powered by OpenTable's comprehensive restaurant data from menus, reviews and descriptions, plus Perplexity and OpenAI APIs. For more information and to see a demo, visit OpenTable's blog.

The launch of Concierge underscores OpenTable's deepened commitment to AI-powered innovation through strategic partnerships, integrations, and proprietary tools. These include integrations and collaborations with OpenAI for its Operator research preview, Microsoft's Copilot, Amazon's Alexa+ and Perplexity to help diners discover restaurants through natural language prompts and confidently make reservations. To help restaurants answer every diner call 24/7, OpenTable partners with leading voice AI platforms Slang AI and PolyAI, and deploys autonomous agents via Salesforce Agentforce to enhance customer service for both restaurants and diners.

"For restaurants, OpenTable's commitment to AI can help fill seats and drive meaningful efficiencies for routine tasks; for diners, AI meets them where they are, whether researching or booking, and making the overall experience much more frictionless," Mehta concludes.

For more information, see OpenTable's Integrations Page.

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¹Survey Methodology
An online survey was conducted by PureSpectrum among 1,500 US consumers. Minimum quotas have been applied to major cities. Fieldwork took place between May 12 - May 16, 2025. Data has been collected adhering to MRS (Market Research Society) and ESOMAR guidelines to ensure ethical and accurate data collection.

About OpenTable
OpenTable, a global leader in restaurant tech and part of Booking Holdings, Inc (NASDAQ: BKNG), helps more than 60,000 restaurants worldwide fill 1.8 billion seats a year. OpenTable's world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.

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SOURCE OpenTable, Inc.

FAQ

What is OpenTable's new Concierge AI feature and how does it work?

OpenTable's Concierge is a generative AI-powered assistant embedded in restaurant profiles that provides instant insights about dining establishments, including directions, menu recommendations, and dietary information across 60,000+ restaurants.

How many Americans research restaurants before booking according to OpenTable's 2025 survey?

According to OpenTable's survey, 54% of Americans research restaurants before booking, spending an average of 21 minutes on research.

Which technology partners is OpenTable working with for its AI initiatives?

OpenTable has partnered with OpenAI, Perplexity, Microsoft Copilot, Amazon Alexa+, Slang AI, and PolyAI for various AI integrations and features.

What percentage of potential diners abandon restaurant bookings due to lack of information?

27% of Americans have decided not to book a restaurant because finding information was too difficult, while 17% abandoned bookings because they couldn't find details and didn't want to call.

What are the most common restaurant details that diners look up according to OpenTable's research?

According to the research, diners most frequently inquire about opening hours (46%), menu items (39%), and restaurant addresses (22%).