To Study the Impact of AI on Business and Customer Services - A Case Study on Swiggy

Abstract

In the food delivery sector, the usage of artificial intelligence (AI) technologies has grown significantly. An important player in the Indian market for online food ordering and delivery, Swiggy, has been looking into how AI could improve its business processes and customer support. This topic intends to analyze the research on artificial intelligence (AI) utilisation in the food delivery sector and investigate its possible uses for Swiggy. The paper covers several AI applications and their effects on many business elements, such as logistics optimization algorithms, NLP-based chat bots, and picture recognition-based recommendation systems. According to the study, Swiggy could boost customer service, increase delivery efficiency, and give users tailored recommendations if it used AI. However, it is essential to assure the moral use of AI and address any potential privacy and prejudice issues. The study comes to the conclusion that AI offers a lot of potential for enhancing Swiggy's business processes and customer service, which would eventually improve customer satisfaction and retention. To do the findings of this topic the sample size of 400 restaurants were taken into account to know the customer preference and the service provided by the restauramt partners in the Swiggy platform and to rectify there problems and issues faced by them in accepting the orders and their online presence in the Swiggy app so that there customer ratings and service can be increased.