Zomato’s Unexpected Reply To A Customer’s ‘Marriage’ Query Has Left Everyone In Splits

Artificial intelligence (AI) has become a common tool among organizations all around the world to handle everyday activities. In India, from coding to graphic design, AI has changed the way every sector works. However, there’s a catch to this technology’s smooth integration. Artificial intelligence needs close supervision as it is emotionless and follows preprogrammed rules.

This characteristic played a role in a recent incident involving Zomato, where the company’s response to a customer’s lighthearted inquiry seemed to be more than just a playful play on words.

In the context of Zomato, a popular online food delivery platform, the incident unfolded when a customer posed a seemingly light-hearted and perhaps even humorous query related to marriage. Many people noticed that the company’s reaction took an unexpected turn and seemed to go beyond the typical bounds of customer service humor.

Zomato’s quirky AI-generated response to internet users left everyone in amusement

Zomato launched Zomato AI, a customized chatbot, in September 2023 with the goal of helping users choose their favorite foods. However, the recent incident showed how vulnerable AI is when it comes to customer care.

It all happened when Bengaluru-based Zomato user Shobhit Bakliwal reported a problem with the app’s operation. Bakliwal observed an interesting feature in the app’s layout. It is when users have to enter their birthdate and wedding anniversary without any option for later changes. On the social media platform ‘X,’ Bakliwal posed a humorous yet thought-provoking question. He contemplated the ramifications of remarrying within the confines of Zomato’s anniversary date policy. He said,

“What if someone remarries?”

what if someone remarries @zomato pic.twitter.com/nM3oTNpXfa

— Shobhit Bakliwal 🦇🔊 (@shobhitic) March 8, 2024

Zomato’s official customer service account saw this seemingly harmless question, and their unexpected reaction went on to get attention online.

Replying to his post, Zomato replied,

“Oh, no “edit” for anniversaries? We didn’t anticipate Zomato would become a marriage counselor! If someone decides to “remarry” their meal, we’ll just have to celebrate their culinary commitment with extra flavor and maybe a side of confetti.”

Oh, no “edit” for anniversaries? 😱 We didn’t anticipate Zomato would become a marriage counselor! If someone decides to “remarry” their meal, we’ll just have to celebrate their culinary commitment with extra flavor and maybe a side of confetti.

— Zomato Care (@zomatocare) March 8, 2024

Internet asks ‘kehna kya chahte ho’

Zomato Care seems to have talked a lot but has shown very little. But don’t worry, everyone was equally confused and had a hard time understanding it. Internet users, quick to react, expressed their bewilderment.

One user pointed out the influence of AI on businesses, stating, “This is what Ai does to your business. Zomato used to be known for its tacky and witty marketing.” Someone more had the amusing suggestion, “This is straight out of ChatGPT. Lol.” A third user cautioned against jeopardizing a well-established social brand, advising, “For the love of god, if you have built a social brand as great as @zomato over a decade, don’t ruin it overnight by plugging LLMs (Large Language Models) into it.”

To further heighten the intrigue, Shobhit posted a screenshot of Zomato’s answer along with the quizzical statement, saying,

“Bhai kehna kya chahte ho.”

Bhai kehna kya chahte ho @zomatocare pic.twitter.com/AnjLgPgWvW

— Shobhit Bakliwal 🦇🔊 (@shobhitic) March 9, 2024

It’s unclear where the previous response came from—from AI or some other source. However, there’s no denying the general humor it generated, reverberating over the internet.