India-based online food ordering and delivery platform Swiggy will soon be launching a new artificial intelligence (AI)-based neural search feature to deliver intuitive ordering experiences.
According to a blog post by Swiggy, the AI feature will allow consumers to search for their required items on Swiggy’s app using conversational and open-ended queries, for which they will receive customised recommendations to meet their specific needs.
The company said that this feature will make the ordering experience easier for the users, as they would not be required to remember specific keywords for their queries.
It will also enhance the discoverability of specific items on the app.
Swiggy’s neural search capability, developed in-house using a Large Language Model (LLM), can understand multiple terminologies related to restaurants, dishes and recipes as well as Swiggy-specific search data.
The model is capable to respond accurately, in real-time to help users with their food-related queries.
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The pilot launch of the new feature is scheduled for this September. The data, feedback and results from this pilot effort will then help Swiggy to launch this neural search feature across all search traffic in its app.
The company is planning to further advance this functionality by ensuring that it also supports voice-based queries along with queries in some of the Indian languages, making it accessible for consumers with diverse language preferences.
Apart from food, Swiggy is also integrating this Generative AI feature into its Instamart platform, from where people will be able to buy groceries/household items in a conversational manner.
Another potential expansion is Swiggy’s restaurant discovery platform – Swiggy Dineout.
Using Generative AI techniques, the company intends to introduce Dineout conversational bot that will guide users to restaurants as per their preferences.
In a bid to further improve customer service, Swiggy said it is also partnering with a third party to build a GPT-4 powered chatbot.
This AI bot will be designed to provide “efficient and empathetic” services to some of the most commonly asked customer queries.
Recently, Swiggy launched a new data-driven tool, called Network Expansion Insights, to simplify the brand expansion process for its restaurant partners.