Zomato could revolutionize food delivery with generative AI technology: Report

The food delivery giant, as reported by Economic Times, has initiated trials with AI technology to enhance the overall customer experience. According to insiders, Zomato, the parent company of Blinkit, a quick commerce platform, plans to recruit engineers specializing in machine learning, data science, and natural language processing to create AI-driven products. A designated head of AI product development has been appointed by Zomato to lead these endeavors, as per the sources.

Furthermore, the report claims that Zomato is planning to incorporate AI technology into multiple customer-oriented functionalities, including search, notifications, product photography, and customer support. The objective is to elevate the overall customer experience by leveraging AI in both the Zomato and Blinkit platforms.

The report also mentioned that a significant portion of customer interactions within the app are presently automated. However, with the integration of generative AI, the system will be able to handle growing volumes of interactions in a more efficient and effective manner.

Reportedly, in confirmation of the upcoming AI advancements, a representative from Zomato acknowledged the development and stated that in the past year, they have made significant refinements to neural networks that can predict various aspects such as food preparation and delivery time.

Likewise, Blinkit has leveraged machine learning to enhance supply chain efficiency and minimize delivery durations, suggests the report. Additionally, the company is conducting experiments with generative AI. As an example, Blinkit has introduced a feature on its app that provides users with a wide variety of recipes and the corresponding ingredients, offering nearly limitless options.

Meanwhile,  Zomato has recently found itself in hot water as its new ‘kachra‘ campaign ignited a wave of backlash from netizens.

The campaign, aimed at promoting cleanliness and reducing food wastage, featured a series of ads showing messy, unappetizing meals accompanied by the tagline, “Don’t waste food. Don’t be kachra.”

Zomato drew a connection between “kachra” (waste) and the marginalized character in the movie Lagaan. However, some users argued that there is a contextual significance to Kachra’s character in Lagaan, taking into account the broader landscape of commercial entertainment in India.

Updated: 08 Jun 2023, 01:33 PM IST