Tired of chatbots? Swiggy to deploy real-time GenAI to fix your delivery issues

Artificial intelligence is increasingly shaping how India’s food delivery business operates, with Swiggy deploying generative AI tools across its platform to provide real-time insights to everyone from top leadership to restaurant partners and delivery personnel, a senior company executive told PTI.

Customer service interactions

Swiggy Food Marketplace chief executive Rohit Kapoor said generative AI is being used to analyse customer service interactions in real time, allowing the company to assess the quality of conversations and respond immediately. “That’s the power that Gen AI is unleashing,” he said.