United StatesFood and restaurants2019 – ongoingChick-fil-A
AI monitoring of social posts for food-safety incidents
Chick-fil-A reported nearly 80% accuracy flagging possible food-safety incidents in social posts
Problem
Customers frequently reported food-safety concerns through social media. Chick-fil-A needed to identify those reports quickly enough for restaurants to respond.
Approach
Chick-fil-A used a customized system hosted on Amazon Comprehend to examine social data every 10 minutes. It filtered for possible food-safety complaints and alerted restaurant managers, who could contact customers.
Results
Takeaway
Misspellings and sarcastic posts complicated classification. An alert still required restaurant staff to investigate and respond.
Categories
- Size
- Large enterprise
- Industry
- Food and restaurants
- Business function
- Production and qualityCustomer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Partner co-development
- Goal
- Quality and risk
- Evidence
- Company's own claim
Sources
Source summaries
Restaurant Dive reported Chick-fil-A's use of Amazon Comprehend to detect possible food-safety complaints and notify managers. It repeated an accuracy claim of nearly 80% alongside limitations caused by inconsistent customer language.
Full details are in the original sources.