Pizza Hut Launches Chatbot: a New Way to Order Pizza

Pizza Hut, the largest pizza company in the world, that has $13.4 billion in annual sales, and more than 15,605 stores across the world, just announced the launch of an innovative program called, “chatbot.” Chatbot allows customers with Pizza Hut accounts to create orders through Facebook Messenger and Twitter. This is in direct competition with Dominos, the second largest pizza company, which allows their customers to make orders using the Amazon Echo, through text message, and other means.

Baron Concors, who is the chief digital officer at Pizza Hut, showcased the chatbot process – that will streamline ordering, thus improving accuracy and eliminating wait-times for customers – at MobileBeat 2016. MobileBeat took place from July 12-13th. It included over a hundred speakers demonstrating the latest industry trends in the AI and bot revolution.

“The new Pizza Hut social ordering platform is another example of making it easy for our customer to order their favorites from Pizza Hut,” said Concors. “We are constantly pursuing ways to simplify our ordering experience. This platform allows our consumers to quickly order or get information where they are already spending a great deal of their time.”

When customers order through chatbot, they can also customize and personalize their order. Customers can ask questions about specialized menu options from their local store, and even ask about promotions currently offered. Using chatbot is entirely free and fulfills Concor’s desire for a user-focused experience. Once a customer places their order through chatbot, an email confirmation is sent to the customer’s email to ensure their order is correct.

Pizza Hut’s “social media ordering” rollout will be handled largely by bots, it is part of a strategy called “conversational commerce,” a term coined by Chris Messina. Conversational commerce refers to the intersection of messaging apps and shopping. As this technology advances, chatbots are projected to even handle banking, retail, and customer service transactions.

The chatbot technology was developed for Pizza Hut by Conversable. Conversable is a Dallas-based company that uses chatbots to allow customers to make purchases through social media avenues. The chatbots will debut in August on Facebook Messenger and Twitter.

Can I have extra cheese with that?


Sophie Hatch