Jack in the Box analyzes customer feedback with AI
Jack in the Box is leveraging artificial intelligence (AI) to better understand how customers view their experience.
The quick-service hamburger chain, which utilizes the AI-based location intelligence platform from SiteZeus to identify areas across the country where consumers are most likely to visit a Jack in the Box restaurant, is now deploying InMoment Spotlight AI analytics software.
Jack in the Box plans to use the AI solution’s spotlight capabilities to improve the clarity of customer feedback for both structured and unstructured data that includes social media, videos, and audio files. The retailer intends to proactively surface and act on customer feedback with the goal of continuing to improve the omnichannel experience it delivers via products and service..
Jack in the Box intends to deploy AI-driven technology to help focus on three key areas:
Enhance limited time offer (LTO) knowledge —An InMoment AI tool will enable Jack in the Box to dive into feedback phrases and themes to help the retailer develop a better LTO experience for future customers.
Accelerate restaurant performance—Jack in the Box will leverage the solution’s AI-driven capabilities to facilitate comparison models across stores and time frames to identify high-performing drivers for individual restaurants.
Automate monthly business views— The retailer will obtain a monthly view of critical feedback insights for each store, which it will roll up to mid-level managers for immediate action.
“The use of the InMoment AI solution will allow us to easily analyze feedback in all of its forms to receive more detailed and immediate insight from a wider variety of guest experiences,” said Tony Darden, COO, Jack in the Box. “Our team is focused on using the additional insight to make business decisions without delay–having a faster time to guest improvement that will positively influence their experience with our brand leading to increased loyalty.”
“As the quick-serve restaurant industry evolves we’re working with businesses, like Jack in the Box, to leverage AI-driven technology that makes managing their business easier and more automated,” said Mehul Nagrani, managing director, North America, InMoment. ”The ability to leverage advanced AI functionality, like Spotlight, allows companies to integrate signals in all of their forms, leading to a more holistic picture of the action that needs to be taken.”
Jack in the Box Inc., founded and headquartered in San Diego, is a restaurant company that operates and franchises Jack in the Box with more than 2,180 restaurants across 21 states, and Del Taco, the second largest Mexican-American QSR chain by units in the U.S. with approximately 600 restaurants across 15 states.