"2026 will mark a fundamental shift: ChatGPT and other AI platforms will become the primary interfaces between consumers and restaurants. Discovery will evolve into action-people won't just find new restaurants on ChatGPT; they'll order and review there, too. In an AI-first world, the need for intermediaries fades as ordering rails connect restaurants directly to these platforms. This creates a massive opportunity for restaurants to reclaim the direct relationships they lost to third-party marketplaces."
"Our testing data proves it: In a recent analysis of enterprise models, 82% of AI failures stemmed from misinformation, especially in chatbots. These 'silent errors' quietly erode customer relationships long before companies realize it. The next phase of CX (customer experience) innovation won't be about smarter automation; it will be about trustworthy automation. Ultimately, the companies that win customer trust won't be those deploying AI the fastest, but those ensuring every AI"
AI platforms like ChatGPT are poised to become the primary consumer interfaces for restaurants, enabling discovery to become direct ordering and review actions and reducing the role of intermediaries. Ordering rails connecting restaurants to AI platforms can let restaurants reclaim direct customer relationships lost to third-party marketplaces. Large-scale AI deployments in customer service reveal significant failure modes: testing shows 82% of AI failures stem from misinformation, particularly in chatbots, and these silent errors erode customer relationships. The next phase of customer experience will prioritize trustworthy, accurate automation over raw speed, rewarding companies that ensure reliable AI interactions.
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