Swiggy’s Food Marketplace CEO Rohit Kapoor said the company is increasingly using generative AI across its operations, offering ‘democratised intelligence’ to stakeholders ranging from the leadership team to restaurant partners and delivery workers. Speaking to PTI at the World Economic Forum Annual Meeting, Kapoor said its AI systems are already ‘quite evolved’.“For example, somebody calls customer service, and I have the ability through Gen AI to understand the quality of that discussion, and I can do something about it immediately. That’s a power that Gen AI is unleashing,” he said. According to him, AI tools now help restaurants track dish-level performance, assist delivery partners with insights on high-demand areas, and provide leadership with real-time business updates. He added that robotics also supports internal functions such as warehouse operations.On drone delivery, Kapoor said the technology remains at an experimental stage despite ongoing pilots. He noted that drones can reach designated drop points but struggle with last-mile requirements. “It can go to one place or one position, but you need your food at your doorstep. Those are the questions which will need to be answered first,” he said, adding that broader adoption will depend on cost efficiencies over time.Kapoor described India’s food… Read MoreYourStory RSS Feed
Home Uncategorized Swiggy using genAI to streamline operations as India’s food delivery market expands
