Eternal’s food delivery arm Zomato is piloting an AI-powered voice bot that allows users to order food through spoken commands. The feature is available only to select users and has been observed in certain pockets of Bengaluru, suggesting a controlled rollout rather than a full-scale platform launch.
The voice bot allows customers to discuss what they may want to eat and then receive personalized recommendations. The use case extends Zomato’s earlier work around AI-led discovery and customer interaction, moving from text-based food suggestions toward conversational ordering. The pilot also follows Zomato’s disclosure that its internal logistics team already uses a voice bot to guide delivery partners through order processes.
The development comes as food delivery platforms increasingly use AI across both consumer-facing and operational layers. On the customer side, AI can improve search, discovery, personalization and ordering flows, especially when users are undecided or browsing by mood, cuisine, diet preference or occasion. On the operations side, voice-led systems can support delivery partner workflows, customer service and issue resolution at scale.
Zomato’s financial base gives the pilot added significance. In Q4 FY26, the food delivery business reported operating revenue of Rs 2,737 crore, up 33% year on year, while adjusted EBITDA rose 24% year on year to Rs 532 crore. AI pilots inside a scaled listed platform are therefore tied not only to novelty, but also to conversion, retention, order frequency, support efficiency and average transaction behavior.
The voice bot remains early and limited, and there is no indication yet of a nationwide launch schedule. The company will likely need to evaluate accuracy, language coverage, latency, recommendation quality, restaurant availability and user comfort with voice-led ordering before broader deployment. Bengaluru is a natural test market because of its dense food delivery usage, high digital adoption and varied consumer segments.
If expanded, the feature could become part of a wider shift in Indian consumer internet interfaces, where ordering, search and service flows become more conversational. For now, the pilot signals that large Indian platforms are moving AI from back-end productivity and support functions into visible customer journeys.
