Papa John’s offers AI for more efficient ordering



Restaurant chains of all culinary trends have experimented with virtual assistants, which is another digital channel through which customers can order food. However, few fast service chains use artificial intelligence (AI) to help humans take orders faster and personalize service.

Here, Papa John’s believes he cracked the code with his AI-assisted call center. The call center initiative, dubbed PapaCall, proved essential during the COVID-19 crisis to enable consumers wary of human contact to order pizza, drinks and other food, said Justin Falciola, Papa John’s knowledge and technology manager, who oversaw the deployment of the service.

“Like most companies, we react in real time [to the coronavirus ramifications]”Falciola told” We needed to keep employees safe and do the same for customers, while continuing to provide the best customer experience. “

Domino’s and Papa Johns paced the pizza-making pack by experimenting with virtual assistant software, such as the Alexa or Google Assistant apps, to help record orders. But the results have been lukewarm at best, as most consumers are more comfortable ordering food online from their computers and phones, rather than using their voice.

The new recipe for call center operations


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