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Zomato CEO: Customers Use AI for Food Scams
5 Jan
Summary
- Customers use AI-generated images to fake food delivery complaints.
- Zomato terminates about 5,000 delivery partners monthly for fraud.
- A 'karma score' system resolves disputes between customers and riders.
Deepinder Goyal, CEO of Zomato's parent company, discussed prevalent customer fraud tactics during a recent podcast appearance. He highlighted the use of AI-generated images to simulate issues like insects or damaged food, enabling customers to falsely claim refunds. This trend presents a growing challenge for the food delivery platform.
Goyal also disclosed that Zomato dismisses approximately 5,000 gig workers each month due to fraudulent actions. Common offenses include falsely marking orders as delivered or failing to return change for cash-on-delivery payments, significantly impacting the delivery network's integrity.
To address conflicts between customers and delivery personnel, Zomato utilizes a 'karma score.' This system assesses the historical behavior of both parties. In disputed cases, Zomato often sides with the rider if their record is stronger, or vice versa, aiming for fair resolutions.
