The History of Restaurant CX: From Maître d' to AI

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In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Steven Fine, GM of Restaurants at PolyAI, to explore how technology has shaped the customer experience in restaurants over the past century.

From the first phone reservations to online booking platforms and now AI-powered voice agents, the conversation traces how hospitality has continuously adapted to meet changing customer expectations.

Nikola and Steven discuss why the phone is still one of the most important touchpoints in the restaurant journey, how missed calls translate into lost revenue, and how AI is helping restaurants capture demand while improving both staff and guest experience. Along the way, they explore no-shows, loyalty programs, large party bookings, and why voice AI is becoming a new revenue engine for the hospitality industry.

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