Jubilant FoodWorks Launches GenAI Chatbot on Domino’s App

Jubilant FoodWorks, which operates Domino's restaurants in India, has launched a new Generative AI chatbot on its mobile application. The virtual assistant is designed to handle customer complaints and autonomously issue coupons, aiming to enhance service efficiency.

This GenAI chatbot is part of a broader technological integration by the company. Jubilant FoodWorks has been leveraging AI for store site selection and delivery route optimization through its "Location AI" tool. The app is now functioning as an ordering platform, an advertising space, and an automated customer service system.

During a recent earnings call, company executives acknowledged that third-party food aggregators are growing faster than Domino's proprietary delivery channel, leading to a slowdown in the latter's growth. Despite this, Jubilant FoodWorks stated that it has gained market share in both the pizza category and the broader quick-service restaurant (QSR) market.

The company also recently reduced its minimum order value from Rs 149 to Rs 99. This strategic decision is aimed at capturing market share and acquiring new customers for long-term growth, with a focus on volume as a key driver for improving margins in a business with significant fixed costs.