Domino’s Expands Use of Virtual Ordering

Domino’s Expands Use of Virtual Ordering

Domino’s is trying out an Artificial Intelligence (AI) system to take phone orders.

Domino’s ordering assistant, “Dom”, has been available on smartphone apps since 2014, and has been very successful as part of the phone app, allowing customers to place voice orders.  Using voice commands provides a hands-free methods of placing an order.

Dom also exists as a chatbot on Facebook and on Domino’s webpage.  Now, Domino’s is moving this technology to phone orders with a limited test introduction.

This post is based on the Chain Storage article, Pizza chain’s virtual ordering assistant takes on a new task, by Deena M. Amato-McCoy, April 23, 2018. Image source: Shutterstock / Ljupco Smokovski.

Discussion Questions:

1. Why would Domino’s want to use this technology?

Guidance: The biggest reasons are related to cost.  The workers at the store can now concentrate on filling the orders rather than taking the phone calls, or tracking orders.  This should result in labor savings.

2. What problems might Domino’s encounter with the use of Dom for phone orders.

Guidance: Previous uses of Dom, including voice ordering through the smartphone app, have been well received.  Domino’s use of humor Continue reading

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Another Reason to Delete our Facebook Accounts?

Another Reason to Delete our Facebook Accounts?

For some time, Facebook has been mired in a series of scandals: Russia’s meddling in the US election through social media, unauthorized sharing of users’ data for financial gain, inadequate vetting of users’ posts resulting in tragic events, etc. The company’s reputation is now tarnished again by the leak of an internal memo seemingly condoning dangerous posts for the sake of growing the business. This is a great opportunity to discuss ethics in operations.

This post is based on the Washington Post article, ‘Maybe someone dies’: Facebook VP justified bullying, terrorism as costs of network’s ‘growth’, by Avi Selk, March 30, 2018. Image sources: cajoer/Getty Images and Panther Media GmbH / Alamy Stock Photo.

1. What is Facebook’s current mission statement? Is it in line with Bosworth’s 2016 memo?

Guidance: When the memo was written, Facebook’s mission was “Making the world more open and connected.” The problem with this statement is that it did not articulate positive outcomes from more connections.  In 2017, Zuckerberg remedied the problem and changed the mission statement to “Give people the power to build community and bring the world closer together.”

Bosworth’s memo seems to be aligned with the 2016 mission Continue reading

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