A welcoming message arrived via text from the eatery reserved through Resy: 'Hi, this is Theo,' it read. 'Excited to welcome you tomorrow. Do you have any food allergies or restrictions to pass along to the kitchen, and is there a special occasion for this trip?'
The message seemed genuinely thoughtful, leading me to respond enthusiastically that we were planning a Mother's Day outing. It was heartening to receive what appeared to be a direct outreach from the staff, prompting me to engage further.
Our exchange continued briefly, with me specifying the exact branch of the restaurant for our holiday meal. Then came the revealing question: 'Should I note the Mother's Day occasion for your upcoming reservations as well, or only this time?' The reply's mechanical tone shattered the illusion, leaving me feeling foolish.
In hindsight, the signs were there. An October 2025 poll indicated that 50% of U.S. small businesses were integrating AI to enhance their support functions, a number likely even greater today.
That said, artificial intelligence tools prove useful for routine matters like arranging reservations. I'm supportive if an AI streamlines booking or adjusting schedules without complications.
The real issue arises when these systems fail to reveal their nature initially or evade questions about it. Even if they eventually confess, the initial deception breeds a sense of betrayal and erodes faith in the organization involved.
Take my experience with a healthcare provider's phone support, which retrospectively showed clear AI traits through rapid, scripted replies. The system stuck to basics like setting up visits and referred complex matters, such as medication refills, to human staff. Still, the lack of upfront identification irritated me and created distance.
This healthcare encounter paled in comparison to the restaurant's 'Theo,' who adopted a human persona without disclosure, fostering a sense of manipulation toward both the bot and the venue. I didn't end up canceling the booking—securing a Mother's Day spot in New York is no easy feat—but the covert interaction soured my impression of the place.
To entrepreneurs adopting AI in support roles: The appeal is understandable, as it offers a straightforward path to reducing expenses, despite the downside for displaced workers. However, if deploying automated messaging or calls, ensure immediate transparency about the technology. Failing that, short-term savings could undermine long-term customer loyalty, which holds far greater value.
Ben, with over two decades covering consumer tech, now centers his work on AI's influence on everyday life. His reporting delves into cutting-edge language models and practical applications in professional and personal settings to equip readers for the coming AI era. 'The transformation from AI will arrive faster than anticipated,' he observes. 'Daily engagement is key to adaptation.' A contributor to PCWorld since 2014, Ben previously explored topics from portable computers to surveillance devices before spearheading the site's AI coverage. His pieces have featured in outlets including PC Magazine, TIME, Wired, CNET, Men's Fitness, and Mobile Magazine. He earned a master's in English literature.