Domino's cooks up delightful customer experience and digital delivery with yellow.ai

Learn how yellow.ai reduced Dominos' resolution time by 70% during the tough times of pandemic

Use case:

Customer Support, Engagement, Order Management

Channels:

Website, PWA, Mobile Applications

Integration:

NA

Domino's Pizza has 1300+ Stores spread across 280 cities in India. The brand enjoys a 70% market share in India’s pizza market, making it the market leader in QSR. 75% of orders are placed online, making technology a major pillar of their success.

Founded
1995
Website
www.dominos.co.in
Industry
QSR
Company size
31,514

Challenge

Living upto the promise of 30-minute delivery, even in a pandemic!

Home delivery is a rage in India, growing especially fast in the pandemic. With their 30-minute delivery guarantee, Domino's must streamline the customer experience from the point of order placement to pizza delivery. And, they need to do this at the lowest cost, given the competitive nature of this market. Any technology investment must deliver a rapid payback.

Solution

01.

Omni Channel VA

We delivered an Omni Channel virtual assistant for Domino's that handles customers' queries related to order placing, order status, and special order requests like extra olives on the pizza. After delivery, the virtual assistant also collects feedback and drives future orders through proactive offers and promotions.

02.

Auto-detection

The assistant also automatically detects returning customers and provides quick help options for the user without the hassle of logging in.

03.

WhatsApp, Automagically

Domino's has millions of customers on WhatsApp, and their virtual assistant automatically engages and resolves questions without the need for agent intervention, speeding time and reducing cost of resolution.

Impact

1.5

Million conversations
powered

$500K

Reduced live agent costs

90%

Bot accuracy

Latest insights

Ready to get started?