Domino's Delivers Innovation: Harnessing the Power of GenAI to Enhance Customer Experience

At Domino's, we're always looking for innovative ways to improve our customer experience and deliver the perfect pizza. Our latest project, aptly named "Voice of the Pizza," showcases how we're leveraging cutting-edge technology to listen to our customers and make meaningful improvements to our service.

Giving Voice to Customer Feedback

The "Voice of the Pizza" project is a groundbreaking initiative that uses Generative AI (GenAI) to analyze and gain insights from customer feedback on Domino's subreddit. This innovative approach streamlines the process of gathering customer insights, enabling us to understand and respond to our customers' needs faster than ever before.

Why Customer Feedback Matters

We believe that customer feedback is the most reliable source of truth for improving our service. By harnessing the power of GenAI to read and understand comments, we can quickly identify areas for improvement and implement changes that matter most to our customers.

The Recipe for Success: Our Tech Stack

To bring "Voice of the Pizza" to life, we've combined a variety of powerful tools:
Databricks native products:

• Vector Search: These endpoints provide a high-performance, scalable infrastructure for semantic search, enabling rapid retrieval of relevant customer feedback vectors with low latency. By creating vector indexes in Databricks, we can efficiently organize and query customer feedback data, allowing for quick similarity searches and intelligent data matching.
• Model Serving Endpoints: These endpoints allow us to deploy and serve machine learning models, such as sentiment analysis or feedback classification models, with optimized performance and automatic scaling.
• Model Playground: This tool provides an interactive environment for experimenting with and fine-tuning AI models, helping us continuously improve our customer feedback analysis technique.

This combination of technologies allows us to ingest, process, and analyze customer feedback with unprecedented speed and accuracy.

Cooking Up Productivity Gains

During the development process, we relied heavily on Databricks Notebooks for experimentation. The integrated AI assistant and in-line AI-Coder proved invaluable in building different sections of the solution. The AI Playground became our go-to tool for iteratively creating and refining LLM prompts.

While it's challenging to quantify exact productivity gains, our team felt a significant boost in development speed compared to non-AI environments. These tools reduced manual and tedious tasks, freeing up valuable time for creative problem-solving and innovation.

Serving Up Insights: How GenAI Enhances Our Solution

GenAI is the secret ingredient in our "Voice of the Pizza" recipe. We use it to:

• Assess sentiment
• Identify common topics
• Recognize themes

Make recommendations based on subreddit content

By leveraging GenAI, we can quickly distill large volumes of customer feedback into actionable insights, allowing us to make data-driven decisions that improve our products and services.

The Future of "Voice of the Pizza"

While "Voice of the Pizza" isn't currently in production, we're excited about its potential to augment our existing customer understanding infrastructure. By combining this innovative tool with our other analytics methods, we expect to gain even deeper insights into customer preferences and needs.

Looking ahead, we plan to expand the scope of our project to include additional social media platforms and competitor feedback. This broader perspective will help us stay ahead of trends and continue to deliver the best possible pizza experience to our customers.

A Slice of Innovation: Our Experience with Databricks

The integration of AI into the Databricks notebook environment has been a game-changer for our development process. As one team member put it, "The in-line code generator transformed our workflow, shifting us from being 'coders' to 'AI Directors.'" This shift has allowed us to focus more on strategic thinking and less on routine coding tasks.

Additionally, the integration of AI tools such as "AI Analyze Sentiment" and "AI Classify" directly into SQL has streamlined our data analysis process, making it easier than ever to extract meaningful insights from our customer feedback.

At Domino's, we're committed to pushing the boundaries of innovation to deliver the best possible experience to our customers. With projects like "Voice of the Pizza," we're not just serving great pizza – we're serving up the future of customer-driven improvement in the food industry.