Company: Domino’s, a global pizza delivery company.

Challenge: Domino’s wanted to improve its customer service and satisfaction by offering faster, easier, and more convenient ways to order pizza. The company also wanted to increase its sales and market share by reaching new customers and retaining existing ones. However, the company faced challenges in handling the increasing volume and variety of customer orders, as well as the complexity and diversity of customer preferences and expectations.

Solution:

Domino’s used AI to create a seamless and personalized ordering experience for its customers. The company used two types of AI models: natural language processing (NLP) and computer vision.

• NLP: Domino’s used NLP to enable customers to order pizza using voice or text, through various channels, such as phone, website, app, chatbot, smart speaker, or social media. The NLP model was trained on a large corpus of pizza-related text, and it could understand and respond to natural language queries, such as “I want a large pepperoni pizza with extra cheese”. The NLP model also used sentiment analysis to detect the customer’s mood and tone, and adjust its responses accordingly.
• Computer vision: Domino’s used computer vision to enable customers to order pizza using images, through a feature called Domino’s AnyWare. The computer vision model was trained on a large dataset of pizza images, and it could recognize and identify different types of pizzas, toppings, and crusts. The computer vision model also used image enhancement to improve the quality and clarity of the images.

Outcome:

The AI-enhanced ordering experience helped Domino’s improve its customer service and satisfaction, as well as its sales and market share. Some of the benefits were:

• Increased customer convenience: The AI-enabled ordering options gave customers more choices and flexibility to order pizza anytime, anywhere, and anyway they wanted, without any hassle or delay.
• Increased customer loyalty: The AI-enabled ordering options created a more personalized and engaging experience for customers, making them feel valued and appreciated. The AI system also used data analytics to provide customers with tailored offers and recommendations, based on their previous orders and preferences.
• Increased customer acquisition: The AI-enabled ordering options attracted new customers who were curious and interested in trying out the innovative and fun ways to order pizza. The AI system also used social media integration to encourage customers to share their orders and experiences with their friends and followers, creating a viral effect and generating more awareness and demand for Domino’s pizza.

Conclusion:

This case study shows how a global pizza delivery company, like Domino’s, used AI to create a seamless and personalized ordering experience for its customers. By using AI, Domino’s was able to offer faster, easier, and more convenient ways to order pizza, using voice, text, or images, through various channels. Domino’s not only improved its customer service and satisfaction, but also increased its sales and market share by using AI to reach new customers and retain existing ones.

If you want to learn more about AI in restaurants, you can check out these articles:

• 10 Ways AI Is Transforming The Restaurant Industry
• Examples of AI in Restaurants and Food Services
• A Case Study on the Impact of Artificial Intelligence on a Hospitality Company