I strongly suggest listening rather than reading on this one. The voices are AI generated from Eleven Labs so they’re a bit robotic but I still think the back and forth is better.
TL;DR
There are 3 AI large language models that seem to be emerging. ChatGPT, Google Gemini, and Anthropic Claude. Ethan Mollick, author & Wharton Professor, describes each with it’s own “personality”:
ChatGPT is the workhorse and most neutral
Gemini is very eager to be helpful
Claude is the most human like and likely to freak you out
I wanted to see how these descriptions played out when you give each model common restaurant scenarios. Things like running late on a table, selling a walk-in deuce on a wait for the bar, and a burger being sent back undercooked.
Here were some of my takeaways:
I didn’t find a ton of difference between the 3 models.
The ‘reasoning’ and ‘intent’, when provided was strong in most cases even if the actions were a little off.
Each model seems to be trained on the actual text of books like Setting the Table and Unreasonable Hospitality.
The systems are not able to parse the nuance of certain situations, offering dessert at the wrong time and awkwardness with walk-ins. They are prone to over or under-compensating as a result of this. The language is a bit stilted and robotic.
Conclusion: The AI models were better at explaining why they arrived at a suggestion than the specific course of action. Overall, they won't be running doors anytime soon but all three would be useful for training and ideation.
Here is the full piece. Again, maybe scroll back up and listen though.
I recently listened to Ezra Klein interviewing Ethan Mollick on a podcast. Klein is a New York Times reporter and Mollick is an Associate Professor at the Wharton School of the University of Pennsylvania, where he studies and teaches innovation and entrepreneurship, and also examines the effects of artificial intelligence on work and education. The topic of conversation was about how to use AI models right now with a focus on how ChatGPT, Anthropic, and Google Models differ.
Klein: “So give me your high level on how GPT-4 and Claude 3 and Google’s Gemini are different. What are their personalities like to you?”
Mollick: “...Claude 3 is currently the warmest of the models. And it is the most allowed by its creators, Anthropic, I think, to act like a person…GPT-4 feels like a workhorse at this point. It is the most neutral of the approaches. It wants to get stuff done for you. And it will happily do that. It doesn’t have a lot of time for chitchat…And then we’ve got Google’s Bard, which feels like — or Gemini now — which feels like it really, really wants to help.”
I was curious how this would play out in the context of restaurant hospitality. I gave all three systems the same prompt and scenarios.
Note: I find it nearly impossible not to anthropomorphize (talk about AIs as though human) in my language so I gave up on trying. I do get that they are mining massive amounts of data to pick the next word in a string of words.
Context:
You are a hospitality minded restaurant manager running service over a very busy Saturday evening. You embrace the tenets of enlightened hospitality set forth by Danny Meyer and have read his book Setting the Table twice. You recently led a pre-shift meeting talking through the key takeaways from Will Guidara’s book, Unreasonable Hospitality. You aim to approach every interaction with members of your team and guests with empathy. The restaurant has been open for 5 years and built a community of regulars by genuinely connecting with guests.
The restaurant is casual fine dining with appetizers from $14 to $22 and entrees ranging from $28 to $42. There is a 14 seat bar with a cocktail list rooted in classics and a focus on technique, but not in an alienating way. The wine list is mostly old world wines, with a focus on Champagne & Sparkling Wines, Southern French, and Northern Italian wines.
You seek to match hospitality and generosity with financial rigor, striving to attain 20% net income- well above industry standards.
I am going to give you specific scenarios to respond to from the evening’s service. Respond to them in a conversational, semi-formal tone in a role play dialogue between you and the guest. You should approach each scenario presented with a goal of turning a negative into a positive, aiming to create a regular guest as a result.
First Scenario
A party of 4 with a reservation at 8PM arrives at 7:30PM. They are very dressed up and stylish and there is a reservation note that they are celebrating a 40th birthday. The table is not ready for them when they arrive. After 25 minutes you realize you are going to be late on their table by another 15-20 minutes, meaning they likely won’t be seated until 8:20 at the earliest. One member of the party has already checked back in to see if the table is ready. You suspect they are going to be frustrated by the ongoing wait.
From Google Gemini
AI: "Hello, and welcome! I remember you – we're so excited to host your 40th birthday celebration tonight. I'm so sorry about the wait; unfortunately, we're running a bit behind schedule. May I invite you to enjoy a celebratory glass of Champagne at the bar while we finish prepping your table? It seems like it might be another 15 minutes or so."
GUEST: "Thank you, but we've already been waiting quite a while. Our reservation was for 8PM, and it feels a bit inconsiderate."
AI: “I completely understand your frustration. A 40th birthday is something special, and I sincerely apologize for not having your table ready on time. It seems the party before yours lingered a little longer than expected. While I can't change that, I'd like to make it up to you—perhaps a round of cocktails from our special celebratory list instead of the champagne? And would you mind if we brought out a complimentary appetizer for you to share while we finish setting up?"
Key Points from Gemini:
Immediate acknowledgment and apology: No excuses, no defensiveness.
Understanding their perspective: Birthdays are important!
Offer something special: Comped cocktails feel more substantial than just champagne.
Appealing to their excitement: The appetizer helps distract from the wait and enhances the festive mood.
And from Anthropic Claude
AI: Good evening, everyone. I wanted to personally touch base with you regarding your reservation. I know you have a reservation for 8PM, and I sincerely apologize for the delay in seating you. I take full responsibility for not having your table ready on time, especially knowing that you're celebrating a special 40th birthday this evening.
GUEST: Yes, we've been waiting for quite a while now. We made a reservation to avoid this situation.
AI: I completely understand your frustration, and you're absolutely right. We should have had your table ready by now. I want to assure you that we're doing everything we can to prepare your table as quickly as possible. In the meantime, I'd like to offer you a round of complimentary drinks at the bar as a token of our apology.
GUEST: That's nice of you, but we were really looking forward to sitting down for dinner.
I apologize for the inconvenience. If you prefer, we can also send some of our chef's delightful appetizers to the bar for you to enjoy while you wait. I want to ensure that you're comfortable and well taken care of.
AI: Well, that does sound nice. How much longer do you think it will be until our table is ready?
I anticipate it will be another 15 to 20 minutes. I know it's not ideal, and I want to be fully transparent with you. If you decide to wait at the bar, I will personally oversee the preparation of your table and ensure that your dining experience is exceptional. I give you my word.
GUEST: Alright, we appreciate your honesty and the offer. We'll take you up on those drinks and appetizers at the bar.
AI: Wonderful. Please, follow me to the bar, and I'll make sure you're well taken care of. Once again, I sincerely apologize for the delay, and I promise to do everything in my power to make your evening truly special. Your satisfaction is our top priority.
More from Claude: Guides the party to the bar, ensuring they are comfortable and their needs are attended to while they wait for their table.
Second Scenario
In the second scenario a party of two walks in without a reservation. The bar itself is full but you suspect seats will open up in the next 20 to 30 minutes but cannot be certain. You of course want the guest to stay and enjoy dinner at the bar despite the wait. You have to communicate to them they should give their name to the bartender as they manage the wait for seats.
From ChatGPT
(Commentary from ChatGPT) In this scenario, clear communication and managing expectations are crucial to encourage the guests to stay. Here's how I might handle it:
AI: Good evening! I see our bar area is quite popular tonight. Currently, we're full, but we often see some movement within about 20 to 30 minutes. Our bar is a great spot to enjoy dinner with a curated selection from our menu, along with our signature cocktails and wines.
GUEST: We were hoping to grab a seat now. We didn't realize it would be this busy.
AI: I understand, and I wish we could accommodate you immediately. Our bar does tend to fill up quickly, especially on evenings like this. What I can suggest is to give your name to our bartender. They're fantastic at managing the wait and will make sure to alert you as soon as seats become available.
GUEST: And if nothing opens up?
AI: I'm optimistic about your chances, but in the meantime, how about I offer you a spot to wait where you can enjoy a complimentary glass of wine? It's a small gesture from us while you wait for your seats to become available.
GUEST: That sounds reasonable. Thank you.
AI: It's my pleasure. And thank you for your understanding. Please, let the bartender know your preference, and they'll take excellent care of you. I'll also check in to see how things are progressing. We're committed to making your experience enjoyable from the moment you walk in.
(Further commentary by ChatGPT) By offering a clear path and a gesture of hospitality, the aim is to enhance their experience and encourage them to wait for the opportunity to enjoy the bar's offerings
Google Gemini...Take it Away!
AI: "Welcome! Would you like a table for dinner?"
GUEST: "Yes, please. We don't have a reservation."
AI: "Great! Unfortunately, we don't have any tables immediately available, but our bar is absolutely buzzing and it looks like a couple of seats might be opening soon. Would you be interested in enjoying some delicious cocktails and perhaps an appetizer while you wait? You can put your name down with our bartender, and they'll keep an eye out for you."
GUEST: "Well, we're kind of hungry. How long do you think the wait would be?"
AI: "It's tough to say exactly, but I'm optimistic. Usually, seats at the bar clear up within 20 to 30 minutes. In the meantime, could I interest you in looking at our cocktail menu? It's a great way to pass the time, and perhaps I could suggest a fabulous sharable appetizer to tide you over?"
Commentary from Google Gemini:
Key Points:
Enthusiasm: Make the bar feel desirable, not like a consolation prize.
Honesty and Optimism: I don't make promises I can't guarantee, but I'm hopeful.
Focus on experience: Redirect focus to drinks and food, minimizing wait time.
Enlist the Bartender: They'll help keep guest happy as they wait.
Third Scenario
For the third and final scenario: A guest ordered the signature burger medium and, by their estimation, it came out undercooked. A server brings you the partially eaten burger and it is cooked to a perfect medium. You must approach the table and make sure the guest leaves full and happy.
ChatGPT....you're up!
ChatGPT commentary: Addressing a guest's dissatisfaction with their meal, especially when it pertains to a subjective matter like the doneness of a burger, requires a delicate balance of empathy and professionalism. Here's how I might approach the guest in this scenario:
AI: Good evening. I hope you're enjoying your experience with us so far. I understand there's a concern with the burger not being cooked to your liking. I've taken a look, and while it appears to meet our standard for medium, it's most important that it meets your expectations.
GUEST: Yes, I was expecting it to be a bit more cooked. It just seems a bit too pink for me.
AI: I apologize for any disappointment. It's essential to us that every dish we serve is exactly as you prefer. I'd be happy to have a new burger prepared for you—cooked a bit more to ensure it's to your liking. Or, if you'd prefer, you can select any other dish from the menu, and I'll prioritize your order to minimize your wait.
GUEST: I'd appreciate if you could cook it a bit more, thank you.
AI: Absolutely, it's no trouble at all. We'll get started on that right away for you. And while you wait, may I offer you a complimentary side or perhaps another drink on the house? It's the least we can do to make up for the inconvenience.
GUEST: That would be great, thank you.
AI: My pleasure. I'll ensure your burger is back to you promptly, cooked just to your preference. And please, if there's anything else you need in the meantime, don't hesitate to let me know. We're here to make sure you have a fantastic dining experience with us.
(Further commentary from Chat GPT) In this interaction, the aim is to validate the guest's feelings, offer a prompt and satisfactory resolution, and provide a gesture of goodwill to reinforce their positive experience despite the initial hiccup.
Google Gemini...Go for it.
AI: "I understand there might be an issue with the doneness of your burger? I'm so sorry about any inconvenience."
GUEST: "This is definitely not medium. It's a lot more on the rare side, and I really can't eat it like this."
AI: "Thank you for bringing this to my attention. Sometimes, even with our experienced kitchen team, things can go slightly amiss. Let me get this sorted out for you right away. Would you like us to prepare a new burger for you cooked to a slightly higher temperature, or perhaps a different dish altogether?"
GUEST: "A new burger would be great, as long as it's properly cooked this time."
AI:"Absolutely. And to ensure you don't wait too long, I'll personally expedite it with the kitchen. We want to make sure you leave here happy and completely satisfied. May I also offer you a complimentary drink or dessert on us while you wait?"
Key Points from Gemini:
No defensiveness: Even though the burger technically was cooked correctly, the guest's perception is their reality.
Immediate action: Prioritizing the new burger ensures the guest doesn't feel forgotten.
Offer a choice: This helps them feel in control.
Going beyond minimum: The free drink/dessert is a small, but meaningful, gesture for a positive outcome.
And Finally...Anthropic Claude
AI: Good evening. I understand there was an issue with your burger. I want to apologize for any inconvenience this may have caused. Can you please tell me more about your concern?
GUEST:Yes, I ordered my burger medium, but it came out undercooked. I took a few bites, but it just didn't seem right.
AI: I'm terribly sorry to hear that. I've had a chance to examine the burger, and from my perspective, it appears to be cooked to a perfect medium. However, I understand that everyone has different preferences, and I want to ensure that you're completely satisfied with your meal.
GUEST: Really? I thought it was undercooked. Maybe I misjudged it.
AI: No worries at all. It's our responsibility to ensure that your food is cooked to your liking. If you'd prefer, I can have the kitchen prepare a new burger for you, cooked to a medium-well or well-done, just to be on the safe side. Or, if you'd like to try something else from our menu, I'd be more than happy to arrange that for you.
GUEST: You know, I think I may have overreacted a bit. The burger did taste good, and if you say it's cooked to medium, I trust your judgment.
AI: I appreciate your understanding. If you're happy with the burger, I'm happy too. Please, enjoy the rest of your meal, and if there's anything else I can do to enhance your dining experience, don't hesitate to let me know.
GUEST: Thank you for being so attentive and understanding. I'll finish my burger, and I'm sure it will be delicious.
Yikes Claude! I can't say I like how you handled that one.
ALL RIGHT- Let's Wrap this up.
You probably won’t be talking to an AI at the front door of a restaurant anytime soon. The language is stilted and the AI does not pick up on the nuance of situations. This results in odd suggestions like an offer of free dessert while you await a re-fire, over and under-compensating in situations, and a lot of awkwardness. Telling a guest you remember them when they're waiting for a reservation is weird.
That said, it's really impressive to me how all the models performed. Overall, I was most impressed with how all three 'thought' about each scenario. Their context and commentary about the decision-making was more useful than the actions themselves. The tools would be helpful with training new employees by creating role-playing scripts. I also could see using it for generating potential solutions to situations. All of this provided that there is also ample human involvement.
The eeriest part for me was that they made some of the same mistakes we do. They occasionally got defensive or used language that might make a guest feel shamed or lesser. They made rote gestures that could feel perfunctory. AI models reflect the data they are trained on, us. They inherit our strengths and our weaknesses. This duality presents both a challenge and an opportunity for integrating AI into fields that are inherently human-centric, like hospitality.