The AI ​​that simplifies customer support and speeds up internal processes

Just Eat
The AI ​​that simplifies customer support and speeds up internal processes
the challenge

The starting point

Just Eat, a leading food delivery app that has always been on the lookout for smart and innovative ways to make the food delivery experience ever more rewarding and positive, continues on its journey by integrating a solution capable of responding to increasingly frequent requests for assistance from restaurants.

The starting point

The challenge was indeed for Just Eat to simplify the process of opening tickets for restaurateurs, automating it as much as possible and at the same time reducing the most common compilation errors. To improve this process, Just Eat chose to collaborate with and create a chatbot equipped with Artificial Intelligence to be inserted within Whatsapp, an absolutely fundamental channel for the brand, with the aim of managing in a more fluid and direct way the needs of restaurateurs who daily had to make changes to their menu and the services offered.

Daniele Contini - Country Manager, Just Eat Italy

Restaurants have always been our core business and our goal is to make the user experience even more effective, offering a presence of partner restaurants on our platform that is always adequate, complete and satisfying. In this direction, and as part of a broader strategy based on the values of lead, deliver and caring, we have decided to develop Justino together with, the first Just Eat chatbot available 24 hours a day, which provides our partner restaurants with a direct, easy-to-use and innovative tool for optimised process management and effective online information for customers.

Daniele Contini - Country Manager, Just Eat Italy
the SOlution

Users at the centre has created a virtual assistant for Just Eat that focuses on handling requests from restaurateurs. The bot supports users who need to make changes to their user profile or their shops such as, for example, a change of time, delivery zone or changes to their menus.

Users at the centre

The tickets generated by the bot are of a higher quality than those opened by the user, the information entered is much more detailed and complete, and the team to which they are assigned is always the correct one, as it is identified by the bot through a cascading process of questions. The virtual assistant was also particularly effective during the Covid-19 pandemic, allowing the company to deal with numerous service requests due to uncertain sales conditions in a very short time.

The results
The impact of AI on
Just Eat

Unique restaurant users who interacted with the assistant in the first 6 months of operation.


Of the users who generated 1 ticket.


Messages exchanged between restaurant users and the bot in the first 6 months of activity.

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