Yelp has announced the development of AI-powered voice agents designed to assist restaurants and service providers in managing customer interactions more efficiently. These voice agents are capable of handling incoming calls, addressing common inquiries, and performing tasks such as adding customers to a restaurant’s waitlist.
The implementation of these AI voice agents is straightforward, requiring no complex setup or API integrations. They utilize existing business metadata, including pronunciation guides, customized voice greetings, and call forwarding rules, to provide a seamless experience. For instance, in a restaurant setting, the voice agent can integrate with the establishment’s management software to send reservation details to customers following a call.
Beyond managing routine tasks, these agents offer features like automatic spam filtering and call analytics. They are programmed to transfer calls to human staff when faced with more complex requests. After each interaction, businesses receive a summary of the call, along with a transcript and recording, enabling them to monitor and improve customer service.
Craig Saldanha, Yelp’s Chief Product Officer, highlighted the practical benefits of this technology, noting that service professionals often work in environments where answering calls is challenging. The AI voice agents aim to capture potential leads that might otherwise be missed due to such constraints.
Yelp’s voice agents are powered by OpenAI’s Realtime API, which facilitates end-to-end call handling. This integration allows the agents, supported by Yelp’s extensive knowledge graph, to engage in dynamic conversations, asking and responding to follow-up questions as needed. Yelp is committed to continually evaluating new models to enhance performance in areas such as response time, speech recognition accuracy, and overall user experience.
Saldanha anticipates that voice technology will become increasingly commoditized, with the differentiation lying in the underlying data and the AI’s ability to handle customer queries effectively. He believes that Yelp’s comprehensive data resources provide a competitive advantage in delivering superior customer interactions.
This initiative is part of Yelp’s broader strategy to integrate AI technologies into its platform, enhancing the connection between consumers and local businesses. In previous updates, Yelp introduced AI-powered review insights that analyze and summarize user sentiments on various aspects of businesses, such as food quality, service, and ambiance. These insights are displayed as aggregated sentiment scores, offering users a quick overview of a business’s strengths and areas for improvement. ([yelp-press.com](https://www.yelp-press.com/press-releases/press-release-details/2024/Yelp-Unveils-a-Series-of-New-AI-powered-Features-to-Enhance-Discovery-and-Connection-with-Local-Businesses/default.aspx?utm_source=openai))
Additionally, Yelp has launched the Yelp Fusion AI API, enabling third-party platforms to incorporate Yelp’s trusted content into their products through natural language search experiences. This API allows partners to create conversational AI experiences using Yelp’s extensive data, including business information, reviews, and photos. ([yelp-press.com](https://www.yelp-press.com/press-releases/press-release-details/2024/Yelp-Announces-Spring-Product-Release-Featuring-New-AI-Powered-Yelp-Assistant/default.aspx?utm_source=openai))
For restaurant operators, Yelp has enhanced its Guest Manager system to improve front-of-house operations. The updated system offers tools that increase efficiency, enhance diner experiences, and optimize table turnover. Features include real-time table status updates, improved waitlist accuracy through neural networks, and redesigned kiosks supporting diner self-check-in. ([yelp-press.com](https://www.yelp-press.com/press-releases/press-release-details/2024/Yelp-Announces-Spring-Product-Release-Featuring-New-AI-Powered-Yelp-Assistant/default.aspx?utm_source=openai))
These advancements reflect Yelp’s commitment to leveraging AI to streamline operations for businesses and improve the user experience for consumers. By integrating AI-powered voice agents, Yelp aims to assist restaurants and service providers in managing customer interactions more effectively, ultimately enhancing service quality and customer satisfaction.
