V3I5P21

Role of AI in Reducing Delivery Time and Improving Customer Experience in Zepto (Bengaluru) 

Mukesh T^1*, Chaitali Biswas²

Abstract

This study examines the role of Artificial Intelligence (AI) in reducing delivery time and improving customer experience in Zepto, with special reference to Bengaluru. The quick commerce industry has grown rapidly due to increasing customer demand for faster and more convenient delivery services. Zepto uses AI-driven technologies such as route optimization, demand forecasting, warehouse automation, real-time order tracking, and personalized recommendations to improve operational efficiency and customer satisfaction. The study is based on both primary and secondary data collected from customers, delivery partners, and operational staff. The findings reveal that AI significantly improves delivery speed, inventory management, customer support, and overall operational performance. The study concludes that AI plays a major role in strengthening customer trust and competitive advantage in the quick commerce sector.

Keywords:

Artificial Intelligence; Quick Commerce; Zepto; Delivery Optimization; Customer Experience