How Chick-fil-A uses AI to Spot Food Safety Trends in Social Media
Social media is an amazing way for companies to connect directly to their customers. At Chick-fil-A, it’s also one of many tools we use to help improve food safety at more than 2,000 locations around North America. To derive food safety insights from the hundreds of customer reviews received each day, we had to address a number of challenges inherent in analyzing social media data. After all, social media often contains broken grammar, mixed sentiments, and off-topic musings. To address these challenges, we developed a cloud-based service that uses artificial intelligence to help spot potential food safety issues from restaurant level customer review data. In this presentation, we’ll cover how the service works, using natural language processing (NLP) in combination with common serverless cloud computing tools. We’ll also cover how the data collected from social media can be used with other data sets (e.g. health department data) to help show possible correlations to better identify food safety trends.
Davis Addy is the Principal Technology Leader for Food Safety & Product Quality at Chick-fil-A. His team is responsible for internal Restaurant assessment and evaluation platforms in addition to developing digital solutions that leverage AI, advanced analytics, and connected devices in the Restaurant. Prior to joining Chick-fil-A in 2016, Davis spent eight years with General Electric (GE) supporting enterprise application rollouts across North America, Europe, and Asia. Davis holds a BS in Computer Engineering from the University of Florida and a MS in Information Systems Management from Georgia State University. He currently resides in Atlanta, GA with his wife Kim and their two daughters Brooklyn (6) and Hollyn (2).