The Fifth Elephant 2024 Annual Conference (12th &13th July)

Introduction

In today’s rapidly evolving digital landscape, Generative AI is playing a pivotal role in transforming how our businesses interact with the customers.

GenAI is being leveraged to solve a variety of use-cases innovatively at Zomato and Blinkit - Recipe Rover, Zomato AI, People Co-pilot, Logs Co-pilot, and Customer Delight (ZIA).

This talk will focus on the journey of Gen AI in scaling Customer Delight at Zomato.

Target Audience

The primary audience for this talk includes anyone interested in Gen AI applications at scale - AI researchers, developers, engineers, product and business leaders.

Outline For Customer Delight Solution Deep Dive

• Problems with old flow
  • Feels transactional and pre-defined
  • Unable to decipher intent and actual issue faced by the customer
• Requirements of a solution
  • Feel conversational and generate contextual replies
  • Understand the intent and issue and provide resolutions accordingly
  • Escalate to a human agent when unable to provide resolution
• Prime metrics to track success of the solution
  • CSAT scores
  • Escalation %
  • Cost and Latency
• AI Solution Design
  • Explanation and reasoning behind chosen architecture
  • Marrying linguistic variables with code - policies
  • Some other optimisations
  • Evaluation pipeline for staying on top
• Next Steps
  • Optimizing for control, cost, latency
  • Personalisation for customer love
  • Automating post order delivery delight
  • Expand to Blinkit

Outline For System Design to Enable AI Customer Delight at Scale

• Agent Orchestrator Service
• Internal AI Interfaces Demo
• Internal LLM Evaluation Toolkit

Key Takeaways

• Building and scaling GenAI systems for real-world applications (Mother’s day performance of the bot)
• Transforming traditional customer support from transactional to conversational
• Integrating linguistic models with business policies to implement guardrails in AI systems
• Evaluation pipeline for a constant feedback loop