1/5/2024 0 Comments Briqs ice cream challengeRound flattened dough, rich tomato sauce, cheese and, depending on your taste, a mixture of meats and vegetables - there are few meals that are as universally appealing. However, alongside this high demand for its pizzas, the business was also experiencing a high demand of support from its customers.Īnd in South Africa, Roman’s Pizza tries to keep up with the ever-increasing demand for this treat, offering tasty, low-cost pizza through hundreds of restaurants spread across the country. “We’ve got a fairly small customer support team,” explains Bonnie Cooper, Chief Executive Officer (CEO) at Roman’s Pizza. We were getting inbound communications from customers 24x7 - long after our stores had closed - meaning some of these questions weren’t answered until the next morning, several hours later.” “So we weren’t able to keep up with questions and complaints in a timely fashion. These delayed responses, in turn, resulted in lower review scores on social media platforms, weakening the brand. In reaction, the customer support team began working longer hours. “It was a bit chaotic,” recalls Matthew Jackson, Head of Digital Media at BPD Advertising, the marketing agency for Roman’s Pizza. “We were seeing all of these queries, and we didn’t have a real system in place to manage, escalate or log them. Even Bonnie was responding to Facebook questions from her home on the weekends.” At one point, we had everyone from the management team involved. He continues, adding: “But many of these questions didn’t need to be answered by a person. We were having a lot of what we call Tier 1 queries - sort of mundane things. Where is my closest store? What are your specials? Are you open? Things that customers could typically figure out with an online search, but they preferred to ask someone.”Īware of the recent advances in AI and chatbot technology and after viewing the technology demonstrated at the Lisbon Web Summit, Roman’s Pizza decided that it wanted to deploy a customer-facing communication platform that could resolve the majority of these requests without human intervention. Of course, the solution would also need to be sophisticated enough to know when a conversation needed to be escalated to human staff - avoiding further frustration for already upset consumers. Roman’s Pizza reached out to IBM, which quickly put the firm in touch with IBM Business Partner Ocular. And working together, the businesses developed and launched a lateral conversational interface called “Levi”. They were the only company at the time that believed that they could achieve a lateral conversational interface that came across as natural language as opposed to a button-driven approach.” “When we had a look at other bot platforms that were available, they were very linear,” explains Jackson. Levi now acts as one of the company’s primary touchpoints for customer service, answering the majority of Tier 1 queries and helping customers to more easily get their pizza. The solution is currently available through Roman’s Pizza’s Facebook page, the company’s primary mechanism for communicating with customers, and will soon also be available on the restaurant chain’s website. “We designed Levi to be anamorphic - in other words, very human-like,” notes Pommie Lutchman, CEO at Ocular.
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