AI Support Frustrates Swiggy, Zomato Users: Why Chatbots Fail Beyond Simple Issues

• AI-led customer support on Swiggy and Zomato frustrates users, especially when issues fall outside predefined chatbot flows.
• Users like Rhea Malhotra experience 'loops' with chatbots, unable to resolve complex problems or reach human assistance.
• While only 5-10% of orders face issues, this translates to 215,000-450,000 problematic orders daily across 4.3-4.5 million total orders.
• Chatbots are effective for predictable complaints (missing items, wrong orders) but struggle with situational or nuanced problems.
• The shift to AI is driven by cost reduction, but it creates friction for genuine complaints and pushes some customers back to restaurants.