From Drones to AI - delivering customer satisfaction through automation

At Just Eat Takeaway.com, our vision is to empower everyday convenience and we believe automation is essential in bringing that vision to life. It drives our commitment to exploring, testing and integrating new innovations and technologies, all aimed at enhancing our service and driving an even better experience for our consumers, couriers and partners alike. 

Drone deliveries

From providing customers with new ways to order to supporting partners in operating more efficiently, we’re always exploring ways to make using our platform as seamless as possible. 

This is why we’re very excited to partner with Manna to roll out drone-operated deliveries. With over 165,000 successful deliveries completed so far by them, Manna are one of the largest drone delivery operators in Europe, delivering anything from medicine, food to even books. 

Through the partnership, customers will have the choice to receive their orders from participating partners via drones, which will be deployed from local delivery hubs operated by Manna. Once the food has been loaded onto the drone, customers will receive their orders in as little as three minutes. 

This service is already available in Dublin, Ireland, with the aim to roll this out internationally to more markets. It will not only provide a new delivery option for customers, it will improve operational efficiency and offer faster delivery times during peak hours. 

By combining Manna’s expertise in scalable drone operations with Just Eat Takeaway.com’s diverse consumer and logistics network, we’ll be able to bring even more convenience to our network through quick and efficient delivery options. 

The partnership with Manna is the latest in our continued commitment to finding and testing innovative ways of enabling everyday convenience and delivering best-in-class user experience.

AI Assistant

Since launching our AI Assistant chatbot in the UK, we’ve continued to listen to consumer feedback and have used this to further develop the feature. Since the beginning of 2025, we have introduced the Assistant in Ireland and the Netherlands, and will be rolling this out to Germany, Austria and Australia over the coming months. 

As part of the roll-out, consumers will be able to use the AI Assistant to search and place their orders through text ordering and receive personalised recommendations, including discovering new restaurants and meals - giving them the opportunity to seamlessly and quickly find what they want on the platform. 

Beyond enhancing the selection process for food, groceries, and non-food items, the AI Assistant also enhances customer support. It can summarise reviews, highlights key details about restaurants and stores, and tailor suggestions based on customer preferences. Additionally, it helps direct users to further support when needed. Initial feedback regarding the Assistant has been promising, and we’re excited to build the experience further as we expand to more markets. 

Supporting our consumers and partners more widely

To further improve the experience of our consumers and partners we’ve introduced automation across a number of different areas. We’ve started the roll-out of a customer service chatbot which helps both consumers and partners with many of their most common queries. Full deployment is expected to complete during the first half of 2025 at which point we will also build in automated refund decisions, which we expect to reduce manual workload significantly. 

To support our partners, we have introduced an AI- based tool which reduces the time required to upload menus to our system by around 50%, speeding up the process of onboarding. With further improvements expected in the coming months, this will be available to all  countries in due course. 

Ultimately, we believe automation will continue to shape how we engage with our network and we’re excited to further develop how we use technology to empower everyday convenience for today, and for the future.