How Swiggy Designed and Scaled its Chatbot for Millions of Customer Interactions

When Swiggy’s order volume grew four-fold in just under a year, their customer support team faced an unprecedented challenge. Customer queries were flooding in, wait times were increasing, and the traditional support model couldn’t scale. That’s when Swiggy made a strategic decision: build an intelligent chatbot system that could handle customer support at scale while maintaining the high-touch experience customers expected.