In an era where AI-powered chatbots and automated responses define customer service, many consumers find themselves bound in a never-ending cycle of ineffective solutions. Automation can answer basic questions, but it frequently falls short when it comes to real complaints, leaving unhappy consumers without a solution.
Karnataka IT-BT minister Priyank Kharge believes quick commerce platforms like Swiggy, Zomato, Blinkit, and Amazon, incorrect purchases, refund problems, and delayed deliveries have become common annoyances for consumers.
He added on his X post that the government may soon be forced to step in and impose stricter regulations to guarantee improved customer service if companies fail to solve these issues.
Minister Priyank Kharge's Proposal
The Karnataka IT Minister said, “While chatbots and smart prompts can handle some issues, they fall short when it comes to resolving genuine customer or citizen grievances, often trapping them in an endless cycle of uncertainty.”
He also added that quick commerce platforms like Swiggy, Zomato, Blinkit, and others must improve their customer service and delivery experience; otherwise, the government might have to step in with regulations to ensure better service and functionality for the citizens.
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Netizens React
While a lot of X users agreed with the IT minister, others spoke in favour of their go-to apps, and some proposed practical solutions to the problem.
A user, agreeing with the Karnataka IT Minister, commented, “Not just that government has to step in to look into their medical facilities, the amount of orders they need to deliver, but also how they risk their lives to deliver orders on time.” He added that if these things aren’t done, someone might file a lawsuit that shuts these companies down.
Another user proposed a solution, stating, “Hybrid customer support system with enhanced AI and human oversight.” This might be a practical approach towards a problem we face every day when it comes to these quick commerce and e-commerce platforms.
Someone else added, “In a video, Jeff Bezos himself called the Amazon customer helpline and got a 10-minute wait, which eventually led to changes.” He also mentioned that CEOs of companies with high customer interaction - banks, telecom, delivery, etc - must try their own service helpline to know what customers go through.
Another user dismissed the notion by saying, “I have not used Zomato much, but I do use Swiggy daily for dinner. I have never faced any issues. Their customer care services are way better than what I was used to when I was in Europe. No doubt they can improve further.”
In an age where convenience is king, a bad customer service experience can drive users away just as fast as a bad product or service. Now, the dilemma is whether the government will have to step in or whether these platforms will voluntarily improve their customer service and delivery experience.
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