Case Study: Zomato doubles customer satisfaction with Together AI

Zomato doubles CSAT and cuts response times 75% with Together AI

Zomato, a large online food ordering company, needed to provide instant, high-quality customer support for over a million daily orders. Their previous transactional system with rigid menus led to unnecessary escalations and poor customer satisfaction. To address this, they partnered with Together AI to build a new AI-driven solution.

Using Together AI's optimized Llama models and scalable infrastructure, Zomato built an AI support bot named Zia. The solution implemented a function-based response pipeline and an action decisioning system, which doubled customer satisfaction (CSAT) scores, reduced average response times by 75% to under 10 seconds, and cost-effectively scaled to handle over 1,000 messages per minute.

Zomato