Yelp Launches AI Voice Agents for Restaurants & Services
▼ Summary
– Yelp is introducing AI-powered voice assistants to improve customer service for restaurants and local businesses by handling calls and performing basic tasks without human intervention.
– Yelp’s AI uses OpenAI’s Realtime API for dynamic conversations and is supported by Yelp’s proprietary knowledge graph to enhance response accuracy.
– The AI feature aims to reduce missed opportunities for businesses, allowing staff to focus on more valuable tasks, which could be transformative for small operators.
Yelp is rolling out AI-powered voice assistants designed to streamline customer service for restaurants and local businesses. The new feature aims to handle incoming calls, answer frequently asked questions, and perform basic tasks, like adding diners to a waitlist, without human intervention.
The voice agents integrate seamlessly with existing business profiles, pulling information like pronunciation guides, custom greetings, and call routing preferences. For restaurants, the system can sync with reservation software to automatically send booking confirmations after a call ends. Beyond managing inquiries, the AI also provides spam filtering, call analytics, and detailed call summaries, including transcripts and recordings for business owners to review.
Craig Saldanha, Yelp’s Chief Product Officer, emphasized that many service providers operate in fast-paced environments where answering calls isn’t always feasible. “This tool helps capture leads that might otherwise slip through the cracks,” he explained. The AI leverages OpenAI’s Realtime API for natural, dynamic conversations, supported by Yelp’s proprietary knowledge graph to improve response accuracy.
While the technology relies on AI for routine interactions, more complex requests are seamlessly transferred to human staff. Yelp plans to continuously refine the system, testing different models to optimize speed, speech recognition, and user satisfaction.
Saldaha predicts that voice technology will become ubiquitous, with success hinging on data quality and how intelligently AI interprets customer needs. He believes Yelp’s deep industry insights give it a competitive advantage in delivering smarter, more context-aware solutions compared to generic voice assistants.
For businesses, the feature promises to reduce missed opportunities while freeing up staff to focus on higher-value tasks—a potential game-changer for small operators juggling multiple responsibilities.
(Source: TechCrunch)
