Red Lobster is rolling out an AI-powered phone ordering agent to support its team members.
Leveraging SoundHound, the seafood chain can now ensure that every phone call across locations is answered. The system can handle multiple calls simultaneously, place orders, and provide answers to common guest questions such as hours, locations, and menu items.
The AI is trained on Red Lobster’s full menu, and orders are sent directly to the restaurant’s point-of-sale system.
“At Red Lobster, we are committed to providing the ultimate dining experience for our guests, whether they’re dining in or ordering takeout or delivery,” said Larry Konecny, COO of Red Lobster said in a statement. “With SoundHound’s cutting-edge voice AI technology, we’re able to streamline the takeout process to make ordering faster and easier for our guests; including quick and seamless reordering for those who always want their favorites.”
Konecny added that for those who prefer speaking to an actual human, connecting directly with the restaurant is always an option.
“Ultimately it’s about giving our guests a convenient, customized experience that fits their needs.”
Ben Bellettini, SVP of Restaurant Sales for SoundHound AI, says the company has seen a huge demand for AI-powered voice ordering services.
While many brands have deployed AI-Voice, not all have stuck with it. Taco Bell pulled out of its voice AI drive-thru tests, as did McDonald’s.
Still, others are seeing clear benefits, especially when staff need to focus on a busy restaurant. However, there isn’t a one-size-fits-all solution—brands must find the approach that works best for their business.
Related: Could Voice AI Be Your Most Effective Cashier?
For Red Lobster, the AI rollout comes as the brand undergoes a revival. The seafood chain emerged from bankruptcy in May 2024. Under new CEO Damola Adamolekun, Red Lobster has moved away from its once-signature “endless shrimp” promotion—which hurt profitability—and introduced new menu innovations and promotions, such as the popular “Seafood Boil.”
Technology has played a key role. The company rejoined restaurant tech provider Olo and will use Olo’s Sentiment tool, an AI-driven reputation management platform that analyzes guest feedback in real time and enables quick adjustments, such as tweaking flavors based on diner preferences.
Related: Red Lobster Emerges From Bankruptcy And Does A Tech Overhaul
Red Lobster also launched its first-ever first-party catering program through Olo with Catering+.
