When Bots Fail, CEO Steps In: Deepinder Goyal’s Human Touch at Zomato
Zomato CEO Deepinder Goyal personally responded to a customer’s complaint about the company’s automated customer service system. The complaint was shared on X (formerly Twitter) by Ravi Sutanjani, a former Zomato employee, who said it had become very hard to connect with a real person when seeking help.
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Zomato CEO Connects With Frustrated Customer
Deepinder Goyal replied publicly, asking to connect with Ravi to understand and solve the issue. Ravi confirmed he had already spoken with Zomato’s senior team and sent an email to the CEO.
This direct response from Zomato’s CEO highlights the ongoing challenge tech companies face with automated customer support. While bots handle many queries, users still want real human help when problems arise. Goyal’s action shows the company’s commitment to improving customer service and listening to user concerns.
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