Company: iFood, Osasco, São Paulo
Company Description: iFood, founded in 2011, is a Brazilian tech company and one of Brazil's first unicorns. It operates a leading food delivery platform, connecting 350,000+ establishments with 55 million consumers. With a mission to "Feed the Future of the World," focuses on positive impacts. It offers food and groceries delivery, plus fintech solutions. In 2022, generated R$97 billion in gross production value.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Other Service Industries
 Nomination Title: iFood Artificial Intelligence in Experience
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 7 words used.
More details: https://docs.google.com/presentation/d/1d5482041qFhSgBeadqH0yS32NLmzndSP/edit?usp=sharing&
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 246 words used.
iFood receives over 105 million orders monthly, with an ecosystem that includes consumers, restaurants, supermarkets, and delivery personnel. The company aims for exponential growth, and the Experience Department faces the challenge of promoting a seamless journey with fair and transparent solutions.
The initiative uses technology to connect and balance the ecosystem involving clients, restaurants, and delivery personnel. Since 2018, over 180 AI models have been developed, focusing on operational efficiency and improving the 360° experience.
Technology is iFood’s main business and value proposition. AI helps customers make the best choice at the time of purchase, with personalized ranking, intelligent voice search, and shopping list suggestions. Technology facilitates large-scale customization according to consumption patterns.
AI handles most tickets, enhancing operational efficiency and agility with rules and contexts for prioritizing service queues. AI also interprets intentions and images, empowering the support team.
Managing all demands simultaneously would be impossible without AI. There are over 2,6 million tickets monthly, 30% occurring between 8 pm and 10 pm. iFood support operates 7 days a week.
In restaurant experience, AI accelerates processes, providing practical and personalized solutions. We handle over 109,000 tickets monthly through automation, 35% of total tickets, and achieve 576,000 in operational savings. For delivery personnel, AI handles 1.16M services monthly with Jhow, the AI Driver Assistant, involved in 1.13M tickets, achieving a CSAT above 80% and resolving 987,000 tickets.
We believe AI can transform how customers shop, with innovation cycles becoming shorter.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 116 words used.
iFood is a Brazilian technology company founded in 2011, recognized as one of Brazil's first unicorns. It operates a leading online food delivery platform, connecting over 350,000 establishments with 55 million consumers. iFood's mission is to "Feed the Future of the World," focusing on positive economic, environmental, and social impacts. The company offers a variety of services, including food and groceries delivery, besides fintech solutions. iFood is committed to enhancing small merchants' sales, generating income opportunities, and investing in social education. In 2023, the iFood ecosystem generated R$110 billion in gross production value, equivalent to 0.55% of Brazilian GDP. The food delivery ecosystem is composed of three agents: clients, restaurants, and delivery personnel.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
The customer service is unique and significant for several reasons. Firstly, the development of the "Oráculo" tool, which aggregates data from multiple sources into a single platform, has greatly enhanced the efficiency and effectiveness of customer service analysts. This tool connects seven stakeholders, including customers, restaurants, and delivery personnel, ensuring a seamless experience across the entire order journey.
The integration of artificial intelligence has been a game-changer, with more than half of the tickets now handled by AI, leading to a significant reduction in handling time and an increase in customer satisfaction. The AI's ability to handle tickets from start to finish and its role as a co-pilot when human intervention is needed, showcases its advanced capabilities.
Automation of consumer ticket handling increased from 3% in 2019 to over 50% in 2023, despite a 50% rise in order volume. This has streamlined operations, enabling faster and more efficient resolution of customer issues.
In total, we received 2.6M tickets from consumers, restaurants, and delivery personnel. The implementation of AI has also led to a 40% reduction in customer service costs and significantly improved Customer Satisfaction Scores (CSAT), with 86% for consumers, 88% for restaurants, and 80% for delivery personnel.
The "Oráculo" platform has received positive feedback from customer service analysts, with a 92% satisfaction rate, a 16% reduction in average handling time, and a 12% increase in customer satisfaction.
The continuous improvement approach and the significant results achieved demonstrate the potential of AI to revolutionize the industry. We just started!
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