Takeout25 is piloting a new program, 20fy.ai, to help restaurant owners understand and respond to online customer comments.
The non-profit organization that evolved out of trying to save local restaurants during the COVID pandemic now wants to help those same businesses navigate the online environment.
Founder Ravi Parakkat spearheaded the development of the program that will consolidate reviews on one dashboard and aid owners and/or managers in responding to individual comments and to trends that can be divined from that customer data.
“It leverages AI to save restaurant, independent restaurant owners time, reduce their stress while helping them grow and make money,” Parakkat said. “It’s an extension of what we’ve done in terms of community building and helping independent restaurants with Takeout25 in the last five years, but now this is doing that at scale using a technology platform.”
Twenty-eight local restaurants have signed up to test the program, including Happy Apple Pie Shop, Old World Pizza, Amerikas, Café Cubano and Twisted Cookie.
“We see both the pros and cons of using AI tools in the restaurant industry,” Amerikas’owner and chef Armando Gonzalez said. “It can be incredibly helpful in responding to online reviews efficiently and in gathering valuable insights into guest experiences, service trends and menu preferences.”
The idea addresses the balancing act that restauranteurs have do to monitor and respond online. According to Parakkat, 93% of customers look at online reviews before they try a new place. And if a rating is below 3.5 stars, they are unlikely to try it at all.
“If you can change the rating by one star, that translates to increased revenue,” he said. “When a customer says something bad, it’s very personal for an independent restaurant owner. Yet many of them are also not native English speakers. There are a lot of factors keep them from engaging online without realizing that’s actually a factor in their long-term viability. What we are trying to do is make it really simple and easy and time-efficient for people to respond to these reviews or engage on these forums so that they can build trust with their customers.”
The platform aggregates reviews from Google, Facebook and Instagram (other sites may be added later). This allows restauranteurs to respond from one online location and gives them AI help to write appropriate responses.
The next element analyzes the data in the reviews to help figure out what is most important or bothersome to customers.
“See what’s a trend that you need to be paying attention to?” Parakkat said. “Positive or negative.”
From there the AI-platform will also help create social media posts that address those trends. It can also aid in promoting specials and unique details.
Takeout25 is keeping a watchful eye on its creation.
“We’re being very, very cautious with the technology,” he said. “Because it’s got serious implications to the owner.”
Said restauranteur Gonzalez: “Hospitality is deeply personal, and one of the things we truly value and thrive on is the genuine connection we have with our guests. Building relationships and making people feel seen and appreciated is at the heart of what we do, so it’s important that any technology still allows that warmth and authenticity to come through. We believe AI can be a useful tool when used thoughtfully, but it should support – not replace – the human connection that makes dining experiences memorable.”
Even though the platform is currently in the piloting phase, Parakkat is looking forward to a larger roll-out. He hopes to keep the costs very economical, so that independent restaurants can afford the services.