AI Becomes Central to Daily Decision-Making at Swiggy
Davos, Jan 20: As artificial intelligence expands its role across everyday life and business operations, Swiggy is increasingly using the technology to deliver what it describes as democratized intelligence across its entire ecosystem, from senior leadership to delivery partners and restaurant operators.Speaking on the sidelines of the World Economic Forum Annual Meeting, Swiggy Food Marketplace CEO Rohit Kapoor said the company has deployed generative AI across multiple business functions, with the technology already at a mature stage of adoption.
Generative AI Enhancing Customer Service and Operations
Kapoor highlighted the use of generative AI in customer service as one of the most impactful applications. According to him, AI enables the company to analyse customer service interactions in real time, assess the quality of conversations, and take immediate corrective action when needed.He added that the broader value of AI lies in how it distributes actionable insights across stakeholders. Restaurant partners receive daily intelligence on which dishes performed well and which did not. Delivery partners are guided on where demand is strongest to maximise order volumes. Leadership teams, meanwhile, gain near real-time visibility into business performance from the previous day.
Robotics Supporting Warehouse Efficiency
Beyond AI-driven analytics, Kapoor noted that robotics also plays an important role within Swiggy’s operations, particularly in warehouses, where automation is being used to improve efficiency and handling processes.Drone Delivery Still in Experimental Phase
On the future of drone-based food delivery, Kapoor said that while he does not discount technological progress, practical use cases in food delivery remain limited at present. He noted that although pilot projects and experiments may be underway in certain regions, drone delivery is not yet mainstream in the sector.According to him, widespread adoption will depend on a reduction in costs over time, especially when compared with existing resources that can perform the same tasks. If cost curves do not shift meaningfully, adoption is likely to remain slow.
Last-Mile Challenges Limit Drone Adoption
Kapoor also pointed out that both robotics and drone technologies are still largely experimental in the context of food delivery. While drones can effectively deliver to a fixed location, challenges remain around last-mile delivery.He explained that even within office complexes or residential societies, drones may reach a designated spot, but delivering food directly to a customer’s doorstep presents unresolved operational questions. These issues, he said, will need to be addressed before such technologies can scale meaningfully.
Despite the current limitations, Kapoor expressed confidence that continued evolution in technology and operating models could reshape how these solutions are eventually used across the industry.
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