Swiggy 's Food Marketplace CEO Rohit Kapoor outlined the transformational role of artificial intelligence in revolutionizing India's food delivery landscape during his appearance at the World Economic Forum 2026 in Davos. Speaking to PTI in a video interview on Monday, Kapoor emphasized how generative AI is already reshaping the food delivery ecosystem across multiple operational areas.

AI-Powered Customer Service Revolution

Kapoor highlighted the immediate impact of generative AI on customer service operations, explaining how the technology enables real-time quality assessment and intervention. The AI system provides live understanding of customer service discussions, allowing for immediate action when issues arise. This capability represents a significant advancement in customer experience management, offering unprecedented responsiveness to customer concerns.

The democratization of intelligence through AI has created opportunities across all stakeholder groups within the food delivery ecosystem. According to Kapoor, the technology now provides actionable insights at everyone's fingertips, transforming how different participants interact with the platform.

Comprehensive Operational Intelligence

The AI implementation at Swiggy extends beyond customer service to encompass comprehensive operational intelligence across the platform:

This multi-faceted approach ensures that AI benefits flow throughout the entire delivery ecosystem, optimizing performance at each touchpoint.

Embracing Transformational Change

Kapoor emphasized that Swiggy's leadership has fully embraced the transformational change brought by AI technology. The company views this technological shift as essential for future competitiveness, with experimental initiatives underway across various operational areas. The CEO stressed the importance of embracing AI at this critical juncture, positioning the company to leverage emerging capabilities as they mature.

Robotics and Drone Delivery Prospects

While AI drives current operational improvements, Kapoor also discussed the evolving role of robotics and drone technology in food delivery. Robotics applications have shown promise in warehouse operations, while drone delivery pilots have been conducted in select areas. However, these technologies remain largely experimental rather than mainstream business operations.

Regarding drone delivery timeline, Kapoor noted that widespread adoption depends on cost reduction and technological evolution. While drones excel at reaching specific locations, the challenge lies in solving last-mile delivery to customers' doorsteps, particularly in complex environments like office buildings and residential societies.

Future Technology Integration

Kapoor expressed optimism about technology advancement while acknowledging current limitations. He emphasized that drone delivery adoption will accelerate when low-cost options become available, as competing delivery methods must remain economically viable. The evolution of delivery models will likely address current challenges, including precise doorstep delivery in multi-story buildings and gated communities.

The Swiggy executive's comments reflect the company's strategic approach to technology adoption, balancing innovation with practical implementation considerations. As AI continues democratizing intelligence across the food delivery ecosystem, the company positions itself to capitalize on emerging opportunities while addressing operational challenges through technological solutions.

Swiggy 's Food Marketplace CEO Rohit Kapoor has redefined the conversation around delivery jobs, positioning them as a crucial 'third pillar' of India's employment landscape rather than mere gig work. Speaking at the World Economic Forum Annual Meeting, Kapoor emphasized that these roles should be recognized as flexible employment opportunities that complement traditional job markets.

The Three Pillars of Employment

Kapoor outlined his vision of India's employment structure, identifying three distinct pillars that create comprehensive livelihood opportunities:

"Gig sounds like a little bit of a fancy term, but the reality is it's flexible employment. And I truly see this as a third pillar," Kapoor explained during his interaction with PTI.

Platform Scale and Workforce Diversity

The scale of this employment model has reached significant proportions, with Kapoor revealing that approximately 2.5 million people worked on the Swiggy platform at some point last year. He emphasized that this figure represents just one platform, indicating the massive scope of flexible employment across the industry.

The workforce demonstrates remarkable diversity in motivation and commitment levels:

• Long-term workers seeking stable flexible income
• Short-term workers needing monthly earnings
• Students pursuing additional income sources
• Professionals seeking supplementary income streams

"It's not monolithic. There are people who want to do this long-term. There are people who want to do this just for the month," Kapoor noted, highlighting the varied approaches workers take toward platform employment.

Policy Framework and Future Outlook

Kapoor welcomed the government's social security code as a positive development while advocating for nuanced policy approaches. He emphasized the importance of treating flexible employment differently from traditional formal employment structures.

"My only request to every stakeholder is treat it truly as different from formal employment. The moment you apply the same parameters, you will end up throttling something which is truly different," he cautioned.

Industry Growth and Characteristics

The executive expressed confidence in the sector's growth potential while acknowledging the need for continuous improvement and better public understanding of flexible employment characteristics. He emphasized that this employment model allows for fluid movement between different work categories, with people transitioning between formal employment and platform-based work as needed.

Kapoor stressed the company's commitment to developing this sector across multiple dimensions while educating stakeholders about its unique characteristics and the diverse demographics it serves. The flexible employment model represents a significant shift in how work arrangements can accommodate varying individual needs and circumstances in India's evolving job market.