Zomato lays off 600 customer support staff as AI takes over

Food delivery platform, Zomato has laid off around 600 customer support executive employees who were hired under its Zomato Associate Accelerator Programme (ZAAP). Sources said that this has been done as the company is increasingly integrating artificial intelligence into its customer service operations.

ZAAP, launched last year, was designed to train employees to enhance customer service. Freshers were primarily hired for the programme, with an average annual salary of approximately Rs 4.5 lakh. Employees were based in Zomato’s Gurugram and Hyderabad offices and were required to work from these locations.