As AI expands into various aspects of life, Rohit Kapoor, CEO of top food delivery company Swiggy’s Food Marketplace, said it is providing democratized intelligence to all stakeholders, from executives to delivery partners to restaurants.
Speaking to PTI here on the sidelines of the World Economic Forum Annual Meeting, Mr. Kapoor said his company is using Gen AI across its businesses and it has already evolved considerably.
“For example, when someone calls customer service, I have the ability through Gen AI to understand the quality of that discussion and can immediately do something about it. This is the power that Gen AI unlocks,” he said.
“Most importantly, a lot of things are democratized. We can tell our restaurant partners what happened yesterday, which dishes worked, which dishes didn’t. It helps our delivery partners understand where they can go to get more orders. And for our leaders, it helps them understand what happened to their business yesterday,” he explained.
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“Robots play an important role”
Kapur said robotics, along with AI, is playing an important role in areas such as warehouses. Asked how advanced drone food delivery is beyond test cases, he said he never bets on the technology, but so far use cases in the food delivery business have not been high.
“There may be pilots and experiments going on in different parts, but I wouldn’t say it’s mainstream in the industry,” he said, adding that anything could happen with each of these technologies because costs need to come down over time.
“And that’s when usage increases because there are always competing resources that can do the same job. And if that curve doesn’t change, adoption slows down,” he said. Kapur said he doesn’t think robotics and drone technology is yet at the stage where it can be called anything other than experimental.
He said drones are great for delivering to specific locations, but how do they get to the last mile? “You can go to one place or one location, even in an office complex or a housing society, for example, but you need food on your doorstep. Those are the questions that need to be answered first,” he said.
“But as things evolve, I’m sure the model will change and change and things will happen,” he added.
