Archive · 16 Sep 2025
Human Customer Service Now a Premium Feature
Online platforms like Flipkart, Zomato, and Swiggy are using AI chatbots for customer service.
Getting to talk to a human is becoming a premium feature that requires a paid subscription.
This is like telecom companies that created different service tiers.
These platforms are using AI support first, with human support for those who pay.
Online platforms are making human customer service a premium, subscription-based feature.
AI chatbots are the primary method of customer support.
Flipkart offers Flipkart Black with shopping cashback and travel perks.
Swiggy offers an invite-only One Blck tier promising faster deliveries.
Analysts suggest this is a move to boost profits by monetizing customer service.
- Who
- Flipkart, Zomato, Swiggy
- What
- Making human customer service a premium feature
- When
- September 16, 2025
- Where
- Online platforms in India
- Why
- To improve profit margins.
Consumer Perspective
Company Perspective
Value of Service
Consumer Perspective
Human customer service was a standard, expected feature, now a premium.
Company Perspective
Automated AI can handle many requests efficiently; human interaction is a premium service.
- Companies Mentioned
- Flipkart, Zomato, Swiggy
- Flipkart Black Cost
- ₹1,499 annually, ₹990 for early adopters
- Swiggy One Blck
- Invite-only tier with faster deliveries
- Main Change
- Human customer service is behind subscriptions
- Primary Customer Service Method
- AI-based Chatbots
- Publication Date
- September 16, 2025
