Papa Johns is set to transform the pizza ordering and delivery experience through an expanded multi-year partnership with Google Cloud.
The collaboration will utilise AI, data analytics and machine learning (ML) to streamline customer interactions and boost satisfaction.
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The initiative is expected to lead to more frequent orders, increased order value, reduced customer service costs and more enjoyable pizza experiences.
PJX, Papa Johns’ new innovation team, will leverage Google Cloud’s AI and ML capabilities to offer a better customer experience, both in-store and across digital platforms.
President and CEO Todd Penegor stated: “Our partnership with Google Cloud will enable us to take personalisation to the next level. We’re not just reacting to orders – we’re anticipating our customers’ needs and proactively providing tailored recommendations and offers. This isn’t just about convenience; it’s about creating a truly joyful and personalised pizza experience that builds lasting loyalty.”
One of the key projects includes the utilisation of Google BigQuery and Vertex AI and Gemini to anticipate customer preferences and suggest orders for special occasions.
Papa Johns also aims to personalise loyalty experiences by applying Google’s generative AI models to optimise rewards and benefits, and dynamically adjust the website and app experience for users.
It plans to predict customer ordering patterns using Google Cloud’s AI, enabling the company to provide relevant promotions and ordering shortcuts.
This predictive approach will extend to AI-driven marketing campaigns that deliver customised offers and content.
An AI-powered chatbot will be developed to handle routine customer inquiries, with the capability to escalate complex issues to live agents.
To further streamline operations, Papa Johns will adopt a Google Cloud-based point-of-sale (POS) system. This system will lay the groundwork for AI-driven dispatching, route optimisation, and the intelligent automation of key restaurant processes, including AI-powered voice ordering through the app.
Google Cloud global revenue president Matt Renner added: “Throughout its history, Papa Johns has been at the forefront of technology innovation – and its innovation team understands that AI has the power to transform the customer experience into something truly special.
“Google Cloud’s portfolio of data, analytics and AI capabilities is helping Papa Johns deliver proactive, hyper-personalised service that goes above and beyond for its customers, building relationships that will keep customers coming back for more.”
In March 2025, the brand strengthened its finances by amending its credit agreement.
