Zomato is piloting an AI-powered voice bot that enables users to order food using voice commands in select areas of Bengaluru, according to inc42.com. The voice bot is currently available to a limited number of users and offers personalized food recommendations based on conversations. This pilot is part of Zomato's ongoing efforts to integrate generative AI into its services.
The voice bot allows customers to discuss their food preferences naturally, simplifying the ordering process. Zomato first launched an AI chatbot in 2023 to suggest dishes and restaurants, followed by the rollout of Nugget, an AI-native, no-code customer support platform. Earlier this year, Zomato partnered with Google to enable restaurant reservations via Google's AI Mode. Internally, Zomato uses a voice bot to assist delivery partners and has reduced evaluation costs of voice bot calls by 98%, from ₹450 to ₹10, using its AI tool Gavel, inc42.com reported.
Zomato's AI initiatives reflect a broader trend in the food delivery sector to enhance user experience and operational efficiency through artificial intelligence. The company's integration of AI-powered tools for customer support, order assistance, and logistics aligns with similar moves by competitors aiming to automate and personalize services. Zomato's efforts to deploy AI across multiple touchpoints demonstrate its commitment to leveraging technology to maintain competitiveness in the evolving market.
The voice bot pilot in Bengaluru is the latest step in Zomato's AI journey, complementing its existing AI chatbot and Nugget platform. The company’s internal AI tool Gavel has notably cut voice bot evaluation costs to ₹10 per call. Zomato’s continued AI experimentation was detailed in a blog post last week, underscoring its focus on innovation within food delivery operations.