Zomato lays off 541 employees, adopts AI driven Bots and Automation

As per news reports, food delivery platform Zomato has laid off 541 employees which were 10 per cent of the company’s strength spread across customer, merchant and delivery partner support teams.

Zomato has stated the reason behind the move that it is an improved Zomato platform with Artificial Intelligence (AI)-driven bots and automation in resolving customer queries that has led to an overall reduction in direct order-related support queries.

Zomato also stated, “While this has been a painful decision, to make the transition smoother, we have extended between two-month months severance pay (based on tenure), family health insurance cover (till the end of January 2020) and career fair opportunities with companies.”

Zomato also claimed that it has improved the speed of service resolution and now only 7.5 per cent of its orders need support (down from 15 per cent in March). Over the last few months, we have seen our technology products and platforms evolve and improve significantly. This has led to an overall reduction in direct order-related support queries,” quoted Zomato.

The company also said that it hired over 1,200 people across functions (excluding its last-mile delivery fleet) and another over 400 off-rolls positions, and is currently hiring in technology, product and data sciences teams.

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