"Dodo Pizza" introduces AI in pizzerias to improve guest service

2024: Results of the introduction of AI from SteadyControl

In April 2024, the Dodo Pizza network summed up the introduction of video and audio analysts in pizzerias. Technology of the Russian IT company SteadyControl left more than 630 thousand assessments about the work of employees and studied about 50 thousand guest visits. SteadyControl announced this on May 7, 2024.

The company "Dodo Pizza" managed to build omnichannel interaction with client in offline pizzerias and in their own online application. The brand has earned reputation as one of the most digitalized companies in catering - 70% of orders in the pizzeria brings delivery from the app. According to the chief executive corporate network of Anna Lifanova, the new focus of the network is the development of employees and customer experience of guests in restaurants.

A team of 10 managers and more than 350 thousand "secret agents" from among the guests of the network. However, this approach did not give a complete picture of compliance with processes and their effectiveness - later technology showed that an independent assessment is seriously different from the results of internal checks.

In February 2023, the team of the corporate network "Dodo Pizza" introduced the system SteadyControl Human Resources Control and Management. Microphones and integrated the system with video cameras and DODO IS (internal operating room system). AI studies more than 70 processes that make up a guest's experience in a restaurant - and automatically finds errors. The case involves a mix of technologies: neural networks for speech recognition and video analytics, computing systems, platform with personal offices and an expert center trained in all Dodo Pizza standards.

Every day, the standards of the appearance of employees, fullness are analyzed storefronts and cleanliness of the hall. There are more metrics in the communication block with the guest - technology explore issues such as "whether the employee paid attention to the guest within 30 seconds, "" whether the employee offered the guest an alternative in the absence of a dish, " "whether the employee recommended a more favorable combo offer to the guest." Thanking integration with the cash software "Dodo Pizza" learned the reaction of guests to the recommendations employee, the success of new products and the exact effect of individual service.

{{quote 'Despite overwhelming percentage of orders from apps, pizzerias remain a place to contact the guest. Restaurants still favor human interaction - employees create brand appeal for consumers. The plans for the coming years include the Dodo X2 strategy, within which we plan to double the number of pizzerias in Russia and the CIS. The data that we have thanks to audio and video analytics will allow us to receive much more effective solutions. For example, already in May 2024, we make decisions to modernize the window area by studying the daily behavior of guests, "Anna Lifanova said. executive director of the corporate chain "Dodo Pizza." "'}}

Dodo Pizza employees are also open to technology - according to polls, with the control system needs less than 20 minutes a day to analyze the operation of the points. 80% of they were told that technology helps to reach KPI restaurants and go to premiums. Cashiers also like to work with the system, who are now protected from bias. Many pizzerias initiated the introduction of technologies that became team assistants.

Since the beginning of work, the system has studied more than 50 thousand visits of guests and left more than 630 thousand estimates. During the project, employees of pizzerias grew by 40% in efficiency - just such an increase in compliance with work standards was noted in "Dodo Pizza." In total, 13% better standards of work began to be observed kitchens and delivery zones - the indicator reached 92% efficiency. Due to quality growth service two pizzerias, with which the project began in February, already in August brought from 190 thousand rubles more revenue in the block of additional sales.

As of May 2024, the technology operates throughout the corporate network in Syktyvkar, St. Petersburg and scales to the rest of the restaurants in Moscow. Experience has adopted and network partner Yury Troyan, as well as franchisees in Smolensk, Khimki, Zarechny, Langepase, Pereslavl-Zalessky and other regions.