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Karnataka IT Minister, Priyank Kharge, has issued a stern warning to e-commerce and quick commerce platforms, cautioning them against inadequate customer service and grievance redressal mechanisms. He indicated that the government may introduce regulatory measures if platforms fail to enhance their service quality.
Kharge highlighted the limitations of existing technology-driven solutions, such as chatbots, stating that they often leave customers stuck in an endless loop without meaningful resolution.
“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,” the minister posted on X.
He specifically called out platforms like Swiggy and Zomato, urging them to enhance customer service and delivery experiences. "Otherwise, governments may have to step in with regulations to ensure better service and functionality for citizens," he added.
The minister’s remarks bring attention to the growing challenges in customer service within the e-commerce sector as more users shift to online platforms for faster delivery of goods. A key issue has been the reliance on automated systems that lack the sophistication to handle critical customer concerns, prompting many users to voice their grievances on social media.
To strengthen consumer protection, the government last December launched AI-driven initiatives such as the National Consumer Helpline and the e-Maap portal to improve complaint resolution and identify misleading marketing practices.
Meanwhile, leading brands, including Reliance Retail, Tata Sons, and Zomato, have committed to a safety pledge aimed at enhancing consumer protection in the digital marketplace.
tion to the growing challenges in customer service within the e-commerce sector as more users shift to online platforms for faster delivery of goods. A key issue has been the reliance on automated systems that lack the sophistication to handle critical customer concerns, prompting many users to voice their grievances on social media.
To strengthen consumer protection, the government last December launched AI-driven initiatives such as the National Consumer Helpline and the e-Maap portal to improve complaint resolution and identify misleading marketing practices.
Meanwhile, leading brands, including Reliance Retail, Tata Sons, and Zomato, have committed to a safety pledge aimed at enhancing consumer protection in the digital marketplace.
