Karnataka’s IT minister Priyank Kharge has warned e-commerce and quick commerce platforms of regulatory measures if they fail to improve customer service and grievances. The minister said existing technology solutions, such as chatbots deployed by various platforms, are unable to address customer grievances, trapping them in an endless cycle of uncertainty. 

“While chatbots and smart prompts can handle some issues, they fall short when it comes to resolving genuine customer or citizen grievances, often trapping them in an endless cycle of uncertainty,” Kharge said in a post on X. 

The minister added that “Swiggy, Zomato and other quick commerce and e-commerce platforms must improve their customer service and delivery experience, otherwise, governments may have to step in with regulations to ensure better service and functionality for the citizens.”

Kharge’s comments underscore the challenge around customer and grievance handling faced by e-commerce and quick commerce platforms amid a growing number of users switching to online platforms for rapid delivery of a vast array of goods in comparison to traditional retail. 

Among the key concerns has been the reliance on digital and automated systems lacking the sophistication to handle critical customer issues, leading to customers sharing their buying experience and satisfaction level with a product or service, often on social media platforms. 

Importantly, to boost consumer protection, the government in December last year had AI-based initiatives, including the National Consumer Helpline and the e-Maap portal for strengthening the complaint resolution mechanism and detecting deceptive marketing practices. 

Reliance Retail, Tata Sons, and Zomato are among the brands that have adopted a safety pledge to boost consumer protection online.