Scaling Customer Experience with AI-Augmented Omnichannel Support

A fast-scaling hyperlocal commerce platform in India experienced explosive growth as it connected millions of users to local merchants, restaurants, pharmacies, and retail outlets – while offering rewards and cashback incentives. It quickly became a go-to app in urban markets. But with scale came challenges. As user traffic surged, redemption volumes increased, and partner networks grew, the internal support team found it increasingly difficult to manage the rising complexity and speed of customer interactions. What started as minor service delays began escalating into a strategic risk-leading to confusion, dissatisfaction, and potential damage to brand trust.