Zomato, the leading food delivery company, has announced that it will actively start removing artificial intelligence (AI)-generated images of dishes from restaurant menus. This decision comes in response to several customer complaints regarding the use of such images, which the company's CEO, Deepinder Goyal, says have led to a "breach of trust" and higher customer complaints.
In a post on the social media platform "X" (formerly known as Twitter), Goyal acknowledged that Zomato utilises various forms of AI to enhance the efficiency of its workforce. However, he stated that the company strongly discourages the use of AI-generated images for the representation of dishes in restaurant menus. Goyal explained that these AI-generated images are misleading and have resulted in a negative impact on customer experience.
"At Zomato, we use various forms of AI, to make our workflows efficient. However, one place where we strongly discourage the use of AI is images for dishes in restaurant menus. AI-generated food/dish images are misleading, and we have received numerous customer complaints on this issue. Customers say that this leads to breach of trust, and it leads to higher complaints & refunds, and also, lower ratings."
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"We urge our restaurant partners to avoid using AI for dish images in restaurant menus from now onwards -- we will actively start removing such images from menus by the end of this month. And will stop accepting AI-generated dish images (as much as we can detect them using automation)," he added in the post.
Zomato has urged its restaurant partners to refrain from using AI-generated dish images in their menus. The company has also announced that it will actively start removing such images from menus by the end of this month and will stop accepting AI-generated dish images as much as it can detect them using automation.
Furthermore, Goyal has encouraged restaurant owners who have not yet invested in real food shots for their menus to reach out to Zomato's catalogue support team for assistance. "Restaurant owners - if you haven't yet invested in real food shots for your menu, please reach out to our catalogue support team," Goyal said in the post.
The announcement from Zomato comes amid the company's strong financial performance, with its stocks rising 1.77% or 4.61 points on August 16. In the past year, the company has delivered a robust return of 112.65% to its investors, showcasing its ability to adapt and address customer concerns.