Artificial Intelligence is increasingly replacing human jobs, especially in customer service, which has become a growing concern. Recently, a viral tweet highlighted how a customer struggled to resolve an issue because Zomato had assigned customer support to AI instead of human agents. The user found the AI responses ineffective and frustrating, as they lacked empathy and understanding. This incident sparked widespread debate online about the limitations of AI in handling real human problems. Zomato reacts.
Man took to X to expose how Zomato’s AI customer support failed to address his urgent concern
A man named Abhishek Anand took to X on 22nd February 2026 to share a concerning experience with Zomato’s customer support. In his now-viral tweet, he wrote,
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“WTF! Have Zomato and Deepinder @deepigoyal given all the customer care agents’ jobs to AI? How many people have become unemployed because of this? Now, if you have any issue with your order on Zomato, no matter what you say, you cannot speak to a human agent. Even if you mention a medical emergency, the AI won’t connect you to a real person.”
His frustration reflected a growing concern among users who feel stuck dealing with automated systems that lack real understanding.
Along with his tweet, he also shared a screenshot of his chat where he clearly mentioned,
“This is a medical emergency. I need to speak to a human agent immediately.”
However, the AI responded that it understood the urgency but could not connect him to a human agent. Despite repeatedly asking for help, he was left interacting only with automated replies, which did little to resolve his issue. This left him dissatisfied and raised questions about whether companies are over-relying on AI at the cost of customer care quality.
In a follow-up comment, Abhishek clarified the reason behind his urgency. He wrote,
“Low blood sugar can turn serious very quickly, so I ordered fresh juice from Zomato. No medicine or grocery apps deliver quickly to my address.”
While some people sympathized with his situation and agreed that immediate help was necessary, others debated whether a food delivery app was the right choice in such a scenario. This divided opinion showed that not everyone resonated with his reasoning, but many still understood the urgency he was trying to communicate.
However, the larger conversation soon moved beyond his personal situation and focused on a much bigger issue—the increasing replacement of human jobs with AI. Many users pointed out that while AI may handle basic queries efficiently, it often fails in sensitive situations where empathy and human judgment are needed.
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Have a look at the whole tweet
WTF! Have Zomato and Deepinder @deepigoyal given all the customer care agents’ jobs to AI?
How many people have become unemployed because of this?
Now, if you have any issue with your order on Zomato, no matter what you say, you cannot speak to a human agent. Even if you… pic.twitter.com/neGOx4JLIG
— Abhishek Anand (@TweetAbhishekA) February 22, 2026
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Zomato responds amid online debate with a generic reply
Amid the growing chatter and divided opinions in the comments, Zomato also stepped in to respond to the viral tweet. However, instead of directly addressing the concerns raised about AI-based customer support, the company posted a standard response,
“Hey Abhishek, we understand your disappointment, and want to help resolve this. Please DM us your order ID, so that we can look into this.”
While the reply indicated that the brand was willing to help, the response seemed like a routine, copy-paste message, further fueling the discussion around whether companies are truly listening to customer concerns or simply managing public perception.
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Here is how netizens reacted
Netizens took to the comment section and reacted in myriad ways. Have a look at some worth-checking-out comments,
Low blood sugar can turn serious very quickly, so I ordered fresh juice from Zomato. No medicine or grocery apps deliver quickly to my address.
— Abhishek Anand (@TweetAbhishekA) February 22, 2026
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@zomato is a big time fraud in terms of customer care , always had a bad experience with them and their order cancelation policies are absolute joke
— mrwhitebiyach (@Mrwhitebiyaach) February 22, 2026
Believe it or not, these AI chatbots are good for nothing.
— Durgesh Mistry (@durgesh55555) February 22, 2026
Every time such posts appear, be rest assured the person is either a content creator or journalist.
Both have a tendency to look for stories, be it via fabrication or exaggeration or both.
— Jaggedah (@jaggedah) February 22, 2026
Funny that people in comments are more interested in what medical emergency is linked to food delivery app. The core point of the post is how difficult it is to get to talk to human with bots everywhere. Same with Amazon and Swiggy.
— Sampath Kumar (@kumar_samp82385) February 23, 2026
lol imagine having an allergic reaction to your food delivery and the chatbot offers you a coupon code. companies replacing 100% of support with AI are about to learn why “escalate to human” existed in the first plase
— Emad Ibrahim (@eibrahim) February 22, 2026
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Yes this is a genuine problem and this is so annoying ai just keep texting the same thing again and again
— Ankit Kumar (@drkumar066) February 23, 2026
During medical emergency, call hospital and ambulance…
We want free delivery, huge discount and best service…you get what you pay for
— Money & Market (@MNM24x7) February 22, 2026
I bet they would have replied using a Bot again for this Tweet
— Nachos (@Tech_Nachoss) February 22, 2026
The incident has clearly sparked an important conversation about the growing role of AI in customer service and its limitations in real-life situations. What are your thoughts on this? Should there always be an option to connect with a human agent? Do share your views in the comments below.
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