Google Cloud Travel and Hospitality s: Atlanta, GA and Louisville, KY

Papa Johns

Customer Service Automation

Customers can order faster and get personalized recommendations without a single tap needed.

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Papa Johns serves up pizza to more than 150 million customers around the globe. Their recipe for success includes data and AI infrastructure that powers voice orders, delivery tracking, user personalization, and continually improved…

has been making and delivering fresh pizza for more than thirty years, with more than 6,000 locations in 50 countries and territories worldwide. The company was the first national pizza delivery chain to announce the removal of artificial…

Reported impact

Business outcome

Created natural language ordering process with new Food Ordering AI agent; Built data infrastructure with BigQuery to power personalization in AI-powered ordering process; Identified and quantified KPIs like conversion and cart abandonment using Gemini platform; Expected outcomes with new agent include increased conversion, increased basket size, increased customer satisfaction, and reduced time placing orders

Solution

Customers can order faster and get personalized recommendations without a single tap needed. Papa Johns adopted Gemini platform and Gemini’s new Food Ordering agent on top of their Google Cloud data infrastructure to build voice ordering into their app. Customers can order faster and get personalized recommendations without a single tap needed. Beyond simply delivering delicious pizza, Papa Johns technology team considers the entire customer experience, continually looking for ways to remove friction from the ordering process and add new features for speed and usability. After building their data… Key components include Gemini for customer experience provides the collaboration or conversational surface where users work with AI assistance; Cloud SQL stores transactional state and application data for the operational workflow at low latency; Google Maps Platform supplies location intelligence that is embedded into the user-facing workflow; Gemini platform coordinates multi-agent.

Data flow

All the data from the front-end applications and ordering process go into BigQuery, so that the analytics can create a feedback loop to improve the next customer experience. That might be adding personalization for the customer or finding the right upsell opportunities, or taking into account new information from the customer, such as that they want vegetarian options in the order. The Papa Johns team also uses BigQuery’s capabilities to micro-segment the customer database to create more targeted offers. The back-end infrastructure creates an easy…

Solution architecture

6 components · 4 layers

Compute
- Food Ordering AI agent Provides the reasoning or generation layer used for classification, orchestration, content generation, or analysis.
Storage
- Cloud SQL Stores transactional state and application data for the operational workflow at low latency.
- BigQuery Stores and queries the analytics and AI-ready datasets that power the workload.
Serving
- Gemini for customer experience Provides the collaboration or conversational surface where users work with AI assistance.
- Google Maps Platform Supplies location intelligence that is embedded into the user-facing workflow.
Orchestration
- Gemini platform Coordinates multi-agent workflows, tool calling, and governed automation across the application.

Architecture clues

All the data from the front-end applications and ordering process go into BigQuery, so that the analytics can create a feedback loop to improve the next customer experience. That might be adding personalization for the…
Beyond simply delivering delicious pizza, Papa Johns technology team considers the entire customer experience, continually looking for ways to remove friction from the ordering process and add new features for speed and…
Gemini platform has also helped the Papa Johns team to better articulate the KPIs that drive the business. They’ve identified conversion rates and cart abandonment to understand how much customers are spending and their…
Papa Johns adopted Gemini platform and Gemini’s new Food Ordering agent on top of their Google Cloud data infrastructure to build voice ordering into their app. Customers can order faster and get personalized…
Papa Johns serves up pizza to more than 150 million customers around the globe. Their recipe for success includes data and AI infrastructure that powers voice orders, delivery tracking, user personalization, and…

Evidence from the source

Built data infrastructure with BigQuery to power personalization in AI-powered ordering process

Created natural language ordering process with new Food Ordering AI agent

Expected outcomes with new agent include increased conversion, increased basket size, increased customer satisfaction, and reduced time placing orders

Identified and quantified KPIs like conversion and cart abandonment using Gemini platform

Papa Johns adopted Gemini platform and Gemini’s new Food Ordering agent on top of their Google Cloud data infrastructure to build voice ordering into their app. Customers can order faster and get personalized…

Papa Johns serves up pizza to more than 150 million customers around the globe. Their recipe for success includes data and AI infrastructure that powers voice orders, delivery tracking, user personalization, and…

Transparency Evidence & methodology 82/100 reference value · 79% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value82/100

Problem clarity12/20
Measures whether the customer's operational problem is specific enough to compare.
Implementation depth25/25
Rewards named components, data flow, integrations, and architecture detail.
Outcome specificity20/20
Measures whether the reported benefit is concrete rather than a generic claim.
Quantified impact15/25
1 metric describe measurable impact.
Deployment scale10/10
Rewards evidence of a live or scaled deployment and meaningful integration scope.

Evidence confidence79%

Source authority20/25
The main evidence is an official vendor-published customer story.
Claim traceability21/25
10 of 12 key fields link to a named source.
Direct evidence20/20
6 direct source quotes retained.
Date provenance0/10
The publication date has no documented provenance.
Source transparency8/10
1 source reference document publisher, URL, authority, retrieval, and supported fields.
Implementation specificity10/10
Rewards source-backed components, data flow, quantified impact, and a specific outcome.

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

Google Cloud
Papa Johns customer story

First-party
https://cloud.google.com/customers/papajohns

Source type
Vendor-published customer story
Supports
- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes

Date evidence

First archived May 29, 2026 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
Open date source
Sitemap last modified Oct 8, 2026 · Google Cloud · Publisher metadata Publisher-reported modification timestamp; not a publication date.
Open date source

Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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