A leading pizza delivery brand has always been at the forefront of innovation, finding ways to improve fast food delivery across the board.
In October 2014, the brand began exploring the world of voice technology by introducing a voice-enabled chatbot that allowed customers to place orders hands-free through dictation on mobile devices. The chatbot quickly gained popularity, and by the end of 2014, 500,000 orders had been placed through it. The challenge was to expand the chatbot's reach and capabilities to new platforms, such as Amazon Alexa, while maintaining the brand's distinct personality.
To achieve this success, the brand had a clear Voice strategy and collaborated with their agency and a voice technology partner. They developed the chatbot into a fun, clever personality with numerous emotive expressions, thousands of phrases, and answers to many relevant questions. The chatbot was also given a visual identity, reflecting the brand's distinct personality.
The chatbot was introduced through an integrated campaign that included TV, online video, and social content. Multiple iterations and optimizations were made, with continuous improvements to the customer experience. The brand's commitment to on-brand fun and useful ways to meet customers' pizza needs is what keeps those customers coming back for more.
One of the standout achievements was the enhancement of the customer experience. Through continuous refinements, not only was the user journey elevated, but there was also a tangible increase in customer satisfaction and loyalty.The voice-enabled chatbot introduced became an instant hit.
The vision for the brand was not just limited to one or two platforms. Ordering channels were expanded, diversifying the ways customers could place their orders. Today, the brand boasts over 10 unique ordering methods, ranging from innovative platforms like SmartTV and Twitter to in-car ordering systems. This multi-channel approach ensures that wherever their customers are, a delicious pizza is just a command away.
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