Chain restaurants of all culinary persuasions have experimented with virtual assistants, which provide another digital channel through which customers may order food. However, few quick-service chains are using artificial intelligence (AI) to help humans take orders more quickly and personalize service.
Here, Papa John’s thinks it’s cracked the code with its AI-assisted call center. The call center initiative, dubbed PapaCall, proved critical during the COVID-19 crisis in enabling consumers leery of human contact to order pizza, beverages, and other food, says Justin Falciola, Papa John’s chief insights and technology officer, who oversaw the rollout of the service.