Artificial Intelligence in E-Grocery Business: Automation of Business Processes with Special Reference to Zepto and Blinkit

Abstract

Artificial Intelligence (AI) is transforming the online grocery industry by automating various business processes such as demand forecasting, inventory management, customer service, and delivery logistics. E-grocery platforms like Zepto and Blinkit use advanced AI technologies to enhance operational efficiency and provide faster delivery services to customers. This study examines the role of AI-driven automation in the e-grocery business with special reference to Zepto and Blinkit. The research adopts a qualitative research approach to understand customer experiences and perceptions regarding AI-enabled services in online grocery platforms. Primary data were collected from 140 respondents who shared their experiences of using e-grocery applications. In addition, secondary data were collected from journals, websites, and industry reports related to AI and e-commerce. The findings reveal that AI-driven automation significantly improves order processing, delivery efficiency, and customer satisfaction in the e-grocery sector.