Introduction
Papa John's International is enhancing its customer ordering experience through a new partnership with Google Cloud, integrating artificial intelligence technology.Context
The initiative aims to personalize interactions based on customer behavior and context, utilizing phone push notifications, marketing emails, and loyalty program suggestions. Additionally, the plan includes the deployment of an online chatbot and virtual assistant ordering capabilities.Developments
This announcement reflects a broader trend among fast food companies to leverage AI to enhance sales and customer service. Kevin Vasconi, Papa John's chief digital officer, highlighted that technological advancements are enabling capabilities that were previously unattainable. These improvements relate to scalability, security, and cost efficiency.The proposed strategies are akin to practices established by major restaurant chains to utilize extensive sales data. Todd Penegor, appointed as CEO, acknowledged the need for Papa John's to recover its technological leadership and emphasized the significant opportunity for rapid improvement. The company was a pioneer in online ordering, first offering this option to U.S. customers in 2001.
Penegor's previous experience at Wendy's, where he implemented another AI partnership with Google Cloud for drive-throughs, informed his approach at Papa John's. To support this vision, he brought in Vasconi, who has a background in overseeing technological transformations at Domino's Pizza.