Source-led article
Zomato Pilots AI Voice Bot for Food Ordering in India
Zomato, a prominent food delivery platform, is currently piloting an AI-powered voice bot feature that allows users to order food using voice commands. This new functionality is being rolled out to a limited number of users in specific areas of Bengaluru, aiming to streamline the ordering process with conversational AI.
The voice bot enables customers to discuss their food preferences and receive personalised recommendations, moving beyond traditional menu browsing. This pilot represents Zomato’s continued investment in artificial intelligence, following previous AI initiatives such as its AI chatbot for restaurant suggestions and the ‘Nugget’ customer support platform.
Key facts
| Feature | Details |
|---|---|
| Current Status | Piloting for select users in Bengaluru |
| Functionality | Voice commands for food ordering, personalised recommendations |
| Parent Company | Eternal |
| Q4 FY26 Operating Revenue | ₹2,737 Cr (33% YoY increase) |
Expanding AI Integration
This voice bot is the latest in a series of AI integrations by Zomato. In 2023, the company launched an AI chatbot to help customers find dishes and restaurants. Last year, Zomato also introduced ‘Nugget’, an AI-native, no-code customer support platform designed to handle queries and improve support efficiency. Earlier in April, Zomato collaborated with Google to integrate restaurant reservations into Google’s AI Mode.
Internal Logistics and Efficiency Gains
Beyond customer-facing applications, Zomato has also applied AI to its internal operations. A voice bot already assists delivery partners in navigating the order process. The company’s internal AI tool, Gavel, has significantly reduced the cost of evaluating voice bot calls, bringing it down by 98% from ₹450 to just ₹10 per call compared to human evaluation. This highlights the operational efficiencies AI can bring to large-scale logistics.
Strategic Focus on Innovation
The introduction of the AI voice bot aligns with Zomato’s broader strategy to leverage technology and innovation within the Indian foodtech ecosystem. The company has been actively rolling out new features, including “Healthy Subscriptions” for pre-planned healthy meals and lowering free-delivery thresholds for Gold users. These initiatives aim to consolidate Zomato’s market position in India, a foodtech market projected to reach $46 billion by 2034.
Financial Performance
Financially, Zomato’s parent company, Eternal, reported a robust performance. In Q4 FY22, Eternal saw its net profit jump 4.5 times to ₹174 Cr, up from ₹39 Cr in the previous year. Operating revenue for the quarter surged 196% year-on-year and 6% quarter-on-quarter to ₹17,292 Cr. Zomato itself recorded a 33% year-on-year increase in operating revenue to ₹2,737 Cr in Q4 FY26, with adjusted EBITDA rising 24% year-on-year to ₹532 Cr. These figures underscore the company’s strong growth trajectory amidst its expansion and AI-driven initiatives.