Revolutionizing satisfaction scores through AI from oven to doorstep
Our client, a renowned pizza delivery company aimed to revolutionize their global operations by addressing inconsistencies in product quality and elevating customer experiences through the use of advanced technological tools.
Due to a manually operated grading system, our client struggled to maintain uniform product quality. They used a manual process to determine the quality of cooked pizzas, grading them on a scale of 1 to 10 based on parameters such as seasoning distribution, pizza crust and cheese lock. The manual quality process was limited to selected stores and samples, and not all pizzas were checked before delivery.
HCLTech developed an AI and ML-based tool, the “Pizza Grader,” to automate their operations and enhance the grading process, ensuring quality and increasing customer satisfaction.
The Challenge
Navigating operational hurdles
The lack of systematic methods to measure performance among franchises made it difficult to maintain consistent quality across numerous service outlets. The challenges our client faced included:
- Quality control issues: Inconsistencies were rampant, leading to varied customer experiences that could potentially harm the brand’s reputation
- Performance comparison: The absence of a robust system to monitor and incentivize quality across different outlets made it challenging to enforce quality standards uniformly
- Operational intelligence: Due to a non-integrated systems approach, it wasn't easy to identify and analyze high-volume outlets to apply needed improvements
- Customer engagement: There were minimal interactive options for customer feedback on product quality, which hindered direct consumer relationship improvements
The objective
Overcoming quality control challenges
The company sought to utilize innovative technology to automate and refine the grading process, striving to ensure that each customer interaction was exemplary and that each product met high-quality standards. Through this partnership, they aimed to:
- Automate the grading process to eliminate human error and optimize quality assurance across all outlets
- Achieve actionable insights using detailed analyses to empower outlets to improve their offerings systematically
- Improve the customer interface by developing an easy, engaging platform for customers to provide feedback, directly influencing product standards
The Solution
Strategic objectives for quality assurance
Through the implementation of the Pizza Grader system, HCLTech utilized cutting-edge AI and ML technology to form a consistent assessment of product quality globally. The key steps taken included:
- AI and ML integration: A fully automated analytics application was implemented to assess and improve product quality objectively
- Advanced technology stack: Google TensorFlow's CNN models were utilized, combining both public pre-trained and proprietary tailored models to enhance grading accuracy
- User-friendly interfaces: Interfaces for both operators and customers were created, promoting ease of access and engaging more efficiently with the consumer base
- Scalability: Steps were also taken to ensure that the new system could be scaled across various markets without significant adjustments
The Impact
Transformative outcomes
The development of the Pizza Grader portion of the innovative Pizza Joint Initiative (PJI) by HCLTech showcased significant potential improvements in consistency, operational efficiency and customer satisfaction.
- Showcased improved quality control: Demonstrated the ability to achieve marked consistency in product quality across all service points, minimizing deviations from the set standard
- Highlighted enhanced customer satisfaction: Illustrated how customer feedback mechanisms could allow for quicker adaptations to consumer preferences and improved engagement strategies
- Promoted operational efficiency: Showed potential for more intelligent management of resources and motivated performance enhancements among franchises through a measurable incentive system
- Generated customer insights: Provided a rich, actionable dataset regarding customer preferences and experiences, aiding in strategic decision-making
The Pizza Grader proof of concept placed our client at the forefront of exploring advanced technology to ensure product consistency and promote customer engagement, potentially redefining industry standards in the food service sector.
This partnership exemplifies how leveraging the latest technologies can significantly improve business processes and customer interaction.
