Topic- Artificial Intelligence report on SWIGGY

Module- Artificial intelligence and data analytics

Submitted to-

Mr. Varun Duggal

School of creative business,

In fulfillment of DMDA

Submitted by,

Yuvika gupta

Submitted on, 8th January, 2021

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 Acknowledgement

I would like to express my special thanks of gratitude to the respected tutor Mr.
Varun Duggal, who gave me the golden opportunity to do this wonderful
assignment on topic- “Artificial Intelligence report on SWIGGY”, which also helped
me in doing a lot of research and i came to know about so many new things.

I am really thankful to him.

Secondly, I would also like to thank all my friends who helped a lot in finishing the
assignment.

It really helped me to increase our knowledge and skills.

THANKS AGAIN TO ALL WHO SUPPORTED

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 DECLARATION

I hereby declare that the assignment work entitled “Artificial Intelligence report
on SWIGGY”, submitted to “Pearl Academy, Delhi West” is my own hardwork and
no one has interfered in this. It has been carried out under the supervision of Mr.
Varun Duggal of Artificial intelligence and data analytics, school of business.

I also state that this assignment is not submitted elsewhere in part or full in
context of academic endeavour.

Name: Yuvika Gupta

Course: DMDA

Campus: Delhi West

Signature:

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 Index

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 1. INTRODUCTION-
Swiggy is India's largest online food ordering and delivery platform,
founded in 2014. Swiggy is based in Bangalore, India, and as of March 2019,
was operating in 100 Indian cities. In early 2019, Swiggy expanded into
general product deliveries under the name Swiggy Stores. Swiggy can be
called a second entrepreneurial venture of co-founders Nandan Reddy and
Sriharsha Majety, first one being, Bundl. Both the co-founders ate alumni of
BITS, Pilani and after years of working and interning, they got together to
introduce their joint venture, Bundle which is a logistics aggregator that
joins together SMEs to Courier Service Providers. The business was doing
perfectly fine but the founders were not satisfied and realised that there is
a great unexplored potential in the food industry of India.

On the footprints of logistics, both the founders wanted something in the

food industry which was related to technology and operational offline as
well. 14th August 2014 was the date of inception for Swiggy, a dream
project turned into reality by Harsha and Reddy. Swiggy was India’s first
online food ordering and delivering platform.

Both of these co-founders reached out to Rahul Jaimini to do the coding of

the website and mobile app and welcomed him as a co-founder in Swiggy.

Swiggy was started in a small office space in Koramangala, Bangalore and

the company started off with limitations. The initial setup of food delivery
was targeted at a single neighbourhood with 25 partner restaurants and six
delivery executive personnel.

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 The company has grown massively after the initial 25% month-on-month
growth. Now, the company has a major presence in every household, the
default name for anyone desiring to order food online. The company has
successfully expanded to over 13 Indian cities including metro cities like
Mumbai, Delhi, Hyderabad, Bangalore and Chennai. The company has a tie-
up with more than 8, 00,000 restaurants and is committed to serving
customers with a convenient ordering and delivery experience.

Harsha mentioned in an interview that he started discussing opportunities

and business ideas with Nandan Reddy and both of them found great
potential in online services and commerce industry in general. He gave an
example involving Amazon, Flipkart, e-Bay as successful e-commerce
platforms. It was clear to both the co-founders that they wanted to do
something which was technology-based and something which worked
offline as well. Therefore, Swiggy is a perfect blend of both these features.

Harsha added that the blend not being completely offline and not being
completely online, gives them a competitive advantage in the industry and
it adds to the efficiency of operations.

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 Almost 6 years in the industry and online food ordering and delivery
business, Swiggy has become the highest used online platform amongst its
competitors. The company has positioned itself above all other competitors
in the market and constant effort to deliver within the best time and
provide a great experience, the company has maintained its position at the
top. Swiggy is here for a long run and to make sure of their presence, they
have launched a bunch of features in the past few years like Swiggy Access,
Swiggy Schedule, Swiggy Pop and much more.

2. ARTIFICIAL INTELLIGENCE-
Artificial intelligence (AI) is the ability of a computer or a robot controlled
by a computer to do tasks that are usually done by humans because they
require human intelligence and discernment. Although there are no AIs
that can perform the wide variety of tasks an ordinary human can do, some
AIs can match humans in specific tasks.

SWIGGY USED ARTIFICIAL INTELLIGENCE AS THE COMPANY FACED MANY

CHALLENGES-

Swiggy used AI to grow the business by over 200%

The real challenge the company faced was Real time decisions or optimizing
the products. The major problem was when the customers are deciding
what to order, the delivery executives keep moving around and restaurants
get busy with their customers and orders. So, there was a need to find a
balance between these three.

 CUSTOMER SATISFACTION- (DELIVERING ON TIME BY JUST IN TIME)

The very first objective company made was to deliver products within the
given time period. They built an AI system, where the consumers will able
to see what they would prefer, at what time, etc. in the company’s
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 platform. The platform is designed using AI which makes it easier for
consumers to choose their order. The platform is built in a way where it
would understand the language used to refer to the same item in different
names.
Swiggy’s in-house Labs team worked towards innovative solutions for
various consumer segments such as adding Intelligent layers:
Catalogue intelligence, Location Intelligence, Dynamic driver capacity
and Dynamic restaurant serviceability in real-time. Some of the
initiatives currently underway are:

Logistic Optimization: Optimizing the cost of delivery while ensuring

that customers get their product within the promised delivery times.
This involves a combination of ML based models and a mathematical
multi-objective function for optimizing across multiple business and
customer experience constraints.

Easier Restaurant Discovery: The “neighborhood snapshot” on the

home banner gives an overview of the deals of the day, as well as new
and trending restaurants, so that users can discover twice as many
new guides on the app. It also has persistent filters to help users find
the most popular restaurants in the neighborhood, the best offers,
and the shortest delivery time.

Greater Personalisation: Aided by machine learning, the app

personalizes the list of restaurants that users can view, based on their
past orders, searches, and interactions with the app. This reduces the
time to arrive at the choice of restaurants and dishes by half.

Quicker Decision-making: Tags for restaurants (“newly opened”,

“daily changing menus”, “repeat”) and dishes (“bestsellers”, “must
try”) aid quicker decision-making. The app also provides useful
information such as restaurant ratings, average cost for two and
restaurant-specific charges, which helps users in making an informed
decision

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 Faster Reordering: “Repeat” tags for preferred restaurants and
dishes, and a complete order history helps users reorder their
favorites with just a tap

Simpler Order Tracking: Live order tracking is one of the most loved
features of the Swiggy app. The app shares the expected time of
arrival (ETA) of the order in real-time

Smart Kitchen: Optimizing in-kitchen operations through AI driven

initiatives such as forecasting demand, inventory optimization,
dynamic order prioritization, intelligent kitchen capacity
management, food quality management through computer vision and
more.

 SWIGGY’S DELIVERY EXECUTIVES-

The location of delivery executives is tracked by company on a real
time basis. They get to know whether the executive is able to fulfill
the order or is not using AI system. This helps the company in
confirming the order given by customers.
The company also needs to understand, is the executive is new person
or experienced which is done through an automation process.
The delivery executives will have to mark arrived when they reach a
restaurant for picking up the order. The company uses live GPS
tracking so that they don’t click arrived even before reaching the
restaurant. This helps the company to know that they are physically
present in the restaurant.

 SWIGGY’S AI SOLUTION FOR RESTAURANTS-

Restaurants also face many challenges like different dishes take different
time periods for the preparation. Some may take 20 while others take 30-
40 minutes to get prepared. The company has built systems to take into
account how much time would it require to prepare the dishes ordered by
the customers. Another area where the company is on food quality.
Sometimes the customer would receive a different dish from the one they
would have ordered. The company has built a box that has a camera in it,
which will take pictures of the food to ensure that it is the right food. The

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 company informed that it is a computer vision model based on deep
learning.
Swiggy uses different models to reduce financial risk by detecting and
preventing abuse (e.g. automatic suppression of Cash on Delivery
payment option for high risk users).
On the consumer side, we use AI to deliver a personalized discovery
experience to customers.

This experience is powered by ML driven investments in:

 Catalog intelligence: using ML models to enrich our catalog with
meta-data (e.g. classifying products as veg/egg/non-veg) and using ML
models to build associations between products in the catalog (e.g.
building a food knowledge graph based on probabilistic similarities
between products)

 Customer intelligence: using ML models to segment customers (e.g.

Affordability conscious customer) and track customer lifecycle
changes (e.g. customer churn prediction)

 Relevance and Personalized CX: using ML models that leverage

catalog intelligence, customer intelligence, user context information
(e.g. time of day, user location, previous order history, points of
intelligence) and real-time signals (e.g. last mile distance between the
restaurant and customer location) to deliver a personalized listing of
restaurants in the Listing page and Search

 Dynamic Driver Capacity: ML based models for demand and supply

forecasting and Real-time capacity estimation at a zone level.

3. CONCLUSION-

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