A Reddit submit describing a buyer’s chaotic encounter with Zomato’s AI-powered assist assistant, Nugget AI, has gone viral after the person claimed he “broke” the chatbot whereas making an attempt to cancel an order.
Sharing screenshots on the r/Zomato subreddit, the person detailed how the system repeatedly refused to attach him to a human consultant, leaving him exasperated.
“I simply broke the Zomato customer support AI, and actually, it was my solely possibility after the nightmare I went via,” he wrote.
‘All I wished was to speak to a human agent’
In keeping with the submit, the ordeal started when the person mistakenly added additional gadgets to his cart whereas dashing residence along with his one-year-old daughter. “I used to be on my method residence with my cranky 1-year-old daughter and by chance added a bunch of additional gadgets to my cart and positioned the order,” he stated.
He contacted the restaurant, which agreed to cancel the extras however advised him the ultimate cancellation needed to undergo Zomato’s buyer assist.
“That’s when my absolute nightmare started,” the person wrote. “I bought related to this so-called ‘buyer assist’ AI that couldn’t perceive a single factor I used to be saying. All I wished was to speak to a human agent, however the bot saved refusing.”
Pissed off, he determined to check the chatbot’s endurance. “I began spamming it relentlessly with ‘Let me speak to buyer assist’ and ‘Let me speak to an agent.’ It lastly gave up—or, as I favor to see it, I broke its algorithm,” he stated.
By the point the AI responded that it was “escalating your concern to a senior assist govt,” the order had already been picked up.
‘Too dumb to course of primary communication’
The person expressed disbelief over Zomato’s determination to deploy the bot, saying it lacked primary comprehension. “I don’t perceive why they even launched this ‘Nugget AI’ when the bot can’t perceive primary human communication. I used to be actually making an attempt to clarify that I didn’t need meals wastage, and it was too dumb to course of it. A human agent would have understood immediately.”
He ended his submit on a definitive notice: “I’m executed with Zomato. By no means utilizing this service once more.”
Customers share comparable AI assist struggles
The viral submit struck a chord with lots of on-line. One Redditor joked, “I see chatbots aren’t programmed to deal with spams lol,” to which the unique poster replied, “Yeah, most chatbots aren’t! As a result of once you’re constructing them, you don’t count on for spam.”
One other person stated, “The identical occurred with me on Zepto final month. I spent quarter-hour repeating my texts earlier than lastly getting a refund and a Rs 200 coupon.”
A 3rd commenter added, “The AI saved repeating the identical factor again and again. I requested assist from a dwell agent a number of instances, but it surely didn’t assign the chat to 1.”
