From Rigid Rules to Empathetic Agents: Rebuilding Swiggy’s Order Cancellation Experience with LLMs

IWTCIntroduction If you have ever typed “I want to cancel my order” into a support chat, you were probably not looking for a workflow. You were looking for clarity, speed, and some assurance that the platform understood what had gone wrong. At Swiggy, this seemingly simple interaction sits at the intersection of multiple live systems and stakeholders: a customer waiting for resolution, a…

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