Domino’s Enhances Customer Experience with Dialogflow’s Conversational Technology
Technology Category
- Analytics & Modeling - Machine Learning
- Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries
- Cement
Applicable Functions
- Procurement
Use Cases
- Chatbots
- Machine Translation
About The Customer
Founded in 1960, Domino’s is a global pizza restaurant chain operating over 14,000 restaurants in more than 85 countries. Their drivers cover over 10 million miles to deliver more than 10.5 million pizzas each week in the United States alone. Domino’s has been a pioneer in digital innovation in the food industry, being one of the first to launch an artificially intelligent voice-ordering assistant through their native apps. The company is committed to staying ahead of customer expectations and continually innovating to improve the customer experience.
The Challenge
Domino’s, a global pizza restaurant chain, has been at the forefront of digital innovation, offering customers the ability to order pizzas via 'Dom', an ordering bot available online and through the company’s mobile apps. However, with the changing consumer behavior and the need to innovate, the company faced the challenge of building rich conversational experiences powered by natural language understanding (NLU) and machine learning. The company needed a solution that could scale and accommodate the number of intents needed for a complex ordering process. The challenge was to account for the numerous directions a customer could take when ordering from their extensive menu.
The Solution
Domino’s began exploring various NLU solutions in August 2016 and ultimately chose Dialogflow for its scalability and ability to accommodate the number of intents needed. Dialogflow’s user-friendly and intuitive interface was another key factor in their decision. Leveraging their 50+ years of customer service knowledge and Dialogflow’s NLU capabilities, Domino’s was able to build both simple customer interactions and increasingly complex ordering scenarios. The project scope was larger than expected, but Domino’s managed to create a solid customer experience. Now, anyone using a device with the Google Assistant built in, such as a Google Home, can order from Domino’s with a simple voice command.
Operational Impact
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