Zomato Customer Service Criticized After AI Bot Fails to Connect to Human Support During Critical Situations

Zomato's AI-Only Customer Support Sparks Outrage

Zomato, a leading food delivery platform, has come under fire for its alleged shift towards AI-only customer support. A recent incident, shared by journalist and user Abhishek Anand, highlighted the difficulties in reaching a human agent, even in critical situations such as a medical emergency.

According to Anand, Zomato's chatbot refused to escalate his issue, insisting that he DM his order ID. When pressed for more assistance, the chatbot continued to respond with automated messages. This experience has left many users questioning the effectiveness of AI-only support and the potential consequences for customer satisfaction.

Criticism on Social Media

Read also: Treasury Yields Experience Largest Increase in Two Weeks Following Release of Labor Market Data

Users have taken to social media to express their frustration with AI-only customer support across various platforms, including telecom and e-commerce services. Many have shared their own experiences of being unable to reach a human agent, with some even resorting to forcing a human override by repeatedly pasting a specific prompt.

Key Figures

• 5 lakh: The number of views Anand's post has received on X.
• February 22, 2026: The date Anand shared his experience on X.

Industry Implications

Read also: US-Iran Tensions Spark Uptick in Oil Prices Amid Global Market Decline

The shift towards AI-only customer support raises concerns about the impact on customer satisfaction and the potential consequences for businesses. With many users now accustomed to being able to reach a human agent, the lack of basic human assistance may lead to a decline in customer loyalty and retention.