Case Study: Swiggy automates 70% of support tickets and slashes resolution time to 30–40 seconds with PubNub

Swiggy Revolutionizes Delivery by Putting Customers First

Swiggy, founded in 2014, is India’s leading delivery platform serving 500+ cities and nearly 150,000 restaurants. As the company scaled to handle up to 200,000 customer inquiries a day (peak concurrency ~2,000), their phone-centric support model struggled—simple requests often required time-consuming calls and multi-screen agent workflows, producing average resolution times of up to five minutes.

Swiggy built a real-time chatbot powered by PubNub’s Pub/Sub messaging to automate common requests like cancellations and delivery status. The chatbot now automates about 70% of support tickets and cut average resolution time from ~5 minutes to 30–40 seconds, reducing agent load, improving customer satisfaction, and giving Swiggy a scalable support foundation for future growth.

Swiggy

Rahul Bennapalan

Software Development Engineer