Karnataka’s IT Minister, Priyank Kharge, has urged e-commerce and quick commerce platforms to enhance their customer service and grievance redressal systems, warning that regulatory measures may be introduced if improvements are not made. He highlighted that many platforms rely on chatbots and automated responses that often fail to resolve customer complaints effectively, leaving users frustrated and without clear resolutions.
Kharge noted that while AI-driven chatbots and automated prompts can manage basic queries, they struggle to address more complex issues, leading to an unsatisfactory customer experience. In a post on X, he emphasized that companies like Swiggy, Zomato, and other e-commerce and quick commerce platforms must improve their service quality and delivery standards. If these platforms do not address these concerns, government intervention through regulations may become necessary to ensure a better experience for consumers.
The minister’s statement reflects a growing challenge in the online retail sector, where a rising number of users rely on rapid delivery services. Many consumers have taken to social media to share their experiences, often pointing out the limitations of digital customer service systems that fail to resolve critical concerns effectively.
To strengthen consumer protection, the government introduced AI-driven initiatives in December last year, such as the National Consumer Helpline and the e-Maap portal, aimed at improving complaint resolution and identifying misleading marketing practices. Additionally, companies like Reliance Retail, Tata Sons, and Zomato have pledged to adopt enhanced safety measures to protect consumers in the digital marketplace.
