The Virtual Waiter Controversy: New York City’s Restaurants Are Turning to Remote Assistants, Raising Ethical and Economic Concerns

Virtual waiters have become a popular trend among restaurants in New York City, challenging traditional practices and raising ethical concerns. These virtual assistants, often located in remote countries, are used to serve customers via Zoom. However, this practice has sparked controversy on social media and highlights issues surrounding working conditions and service quality.

Sansan Chicken is one establishment at the forefront of this trend, utilizing virtual assistants from Happy Cashier to serve customers. Despite being based outside of the country, these virtual waiters are paid less than the local minimum wage. Chi Zhang, founder of Happy Cashier and a proponent of this concept, argues that it is a response to economic difficulties exacerbated by the pandemic.

Despite its legal status in the U.S., outsourcing practice circumvents labor regulations and poses challenges for remote workers who may have to contend with significant time differences. Despite these issues, Zhang envisions expanding the use of virtual waiters to at least 100 restaurants as a solution to high rental costs in cities and economic instabilities caused by inflation.

However, some diners have reported difficulties interacting with virtual assistants and placing orders. Coexisting in shared spaces with other establishments can also lead to awkward situations, questioning the long-term sustainability of this approach. Therefore, it is crucial for restaurant owners to consider ethical concerns and provide fair compensation for their employees while ensuring seamless customer experiences.