Stories
Zomato AI Bot Fails Customer, Sparks Outcry Over Automated Support
N
News18•28-09-2026, 17:16
Zomato AI Bot Fails Customer, Sparks Outcry Over Automated Support
- •A Zomato customer shared a frustrating experience on X, where the AI bot repeatedly failed to validate photos of spilled coffee, leading him to give up on resolving the issue.
- •The customer questioned if Zomato's AI strategy was designed to make users abandon complaints, saving the company money.
- •Screenshots showed the AI bot continuously requesting more photos and stating, "We could not validate the issue," despite multiple submissions.
- •Zomato responded to the viral post, stating their team was investigating the matter and would provide an update.
- •The incident sparked widespread criticism on the platform, with users condemning the lack of human support and the frustrating nature of AI chatbots in customer service.
Key Questions Answered
The customer stated that Zomato's automated AI support bot repeatedly failed to validate multiple photos of his spilled coffee from all angles, continually prompting him to upload another photo until he abandoned the complaint process.
After the customer posted his frustrating chat experience on X, Zomato responded by stating that their team was looking into the matter. The customer later shared that Zomato acknowledged the issue and promised to use the feedback to improve the AI bot.
Customers and analysts have criticized food delivery AI chatbots for creating frustrating hurdles, failing to resolve issues outside predefined categories, and lacking human support executives to handle nuanced complaints.
