A recent social media post has created a big discussion about the use of Artificial Intelligence in customer care. A customer shared his bad experience when he was unable to talk to a human support agent on Zomato. Instead, he had to deal only with automated AI replies.
This incident has raised serious questions about whether companies are depending too much on AI and ignoring real customer problems.
What Happened: Customer Faced Problem During Emergency
On 22 February 2026, a user named Abhishek Anand posted on social media platform X about his frustration. He said he had placed an urgent order because of a health-related situation. He clearly mentioned in the chat that it was an emergency and he needed human help.
WTF! Have Zomato and Deepinder @deepigoyal given all the customer care agents’ jobs to AI?
How many people have become unemployed because of this?
Now, if you have any issue with your order on Zomato, no matter what you say, you cannot speak to a human agent. Even if you… pic.twitter.com/neGOx4JLIG
— Abhishek Anand (@TweetAbhishekA) February 22, 2026
However, the system kept replying with automated AI messages and did not connect him to a real person. This made the customer feel helpless and angry.
Why His Situation Was Serious
According to his post, he needed juice urgently due to low blood sugar. This condition can become dangerous if not treated quickly.
- He expected fast and proper support from the company.
- But AI failed to understand the seriousness of the situation.
AI Customer Support: Helpful but Not Perfect
Many companies today are using AI chat support because it is:
- Fast
- Available 24/7
- Cost-effective
- Handles thousands of customers at the same time
But AI also has limitations.
Main Problems With AI Support
- No emotions: AI cannot feel emotions like humans.
- No deep understanding: AI replies based on programmed answers.
- Cannot handle special situations properly: Emergency and sensitive cases need human judgment.
This incident clearly showed these weaknesses.
Company Response Did Not Fully Satisfy Users
- After the post went viral, Zomato replied and asked the customer to send order details through private message.
- The reply looked like a standard company response.
- Many people felt the company did not directly answer the main concern about AI replacing humans.
- Even though the company offered help later, the damage to customer trust had already happened.
Public Reaction: Mixed Opinions From People
Social media users shared different views.
Some Supported the Customer
They said:
- Companies should provide human support in emergencies
- Customer care should not be fully automated
- Human jobs should not be replaced completely
Some Had Different Opinion
Others said:
- Food delivery apps are not meant for medical emergencies
- AI is useful for normal problems
- Customers should also understand app limitations
This created a big online debate.
Why Companies Are Using AI More
Many companies are moving to AI because:
- Cost saving: AI reduces employee salary expenses.
- Speed: AI answers instantly.
- Efficiency: AI can manage large numbers of customers.
But companies must balance technology and human support.
Expert Opinion: Human Support Still Necessary
Technology experts believe AI is useful but cannot fully replace humans.
Human agents are important for:
- Emergency situations
- Emotional support
- Complex problems
The best system is a mix of AI and human support.
Impact on Jobs and Customer Trust
This incident also raised concern about job loss.
- Many customer care jobs are slowly being replaced by automation.
- At the same time, customer trust may reduce if companies depend only on machines.
- Trust is very important for business success.
Conclusion
AI is changing customer service in a big way. It makes support faster and cheaper for companies. But this incident shows that AI cannot replace human care completely.
- In urgent and emotional situations, customers need real human help.
- Companies must use AI carefully and always keep human support available when needed.
- The future of customer service should be a combination of AI efficiency and human understanding.
- Only then customers will feel safe and satisfied.
FAQs
Frequently Asked Questions
Why did the customer get angry at Zomato?
Because he was unable to talk to a human support agent during an urgent situation and received only AI replies.
Why companies are using AI in customer support?
Companies use AI to save money, provide fast replies, and handle many customers at the same time.
What is the main weakness of AI support?
AI cannot understand emotions properly and cannot handle emergencies like humans.
Will AI replace all customer care jobs?
No, AI will reduce some jobs but human support will still be needed for complex and sensitive cases.
What is the best solution for companies?
Companies should use both AI and human agents to provide better and safe customer service.