Zepto and GigaML: Redefining Customer Support in Hypergrowth

Customer Overview

Zepto (YC W21), the fastest-growing Y Combinator company, has rapidly become a leader in quick commerce. With recent funding rounds of $600 million at a $3.6 billion valuation, quickly followed by another round pushing their market cap to $5 billion, Zepto raised $1 billion in 2024 alone. Zepto's growth has been nothing short of explosive. Zepto receives more than 1 Million tickets per month.

Before GigaML: The Challenge

Before working with GigaML, Zepto was grappling with:

• Manual handling of a staggering 1 million customer support tickets monthly.

• Difficulty managing unpredictable traffic spikes, often 2-5 times the normal volume during events.

• Struggles to scale customer support operations in line with rapid business growth.

• Concerns about maintaining customer satisfaction amidst rapid expansion.

GigaML Solution

GigaML integrated its AI-powered customer support system with Zepto's existing infrastructure, providing:

• AI agents capable of autonomously handling a wide range of customer queries.

• Scalable infrastructure to manage traffic fluctuations effectively.

• Seamless integration to minimize operational disruptions.

After GigaML: The Results

Zepto has seen specific results after the integration:

• A 55% decrease in resolution times.

• A dramatic 60% reduction in first response times.

• Enhanced ability to handle traffic spikes without compromising service quality.

GigaML improved Zepto's customer support operations by automating responses to routine queries, freeing up human agents for complex issues, and improving scalability, allowing support to grow in tandem with the business. Zepto also experienced an enhanced ability to maintain consistent service quality during high-traffic periods and reduced operational stress during rapid growth phases.

Conclusion

The collaboration between Zepto and GigaML demonstrates how AI-driven solutions can address critical operational challenges in high-growth environments. By leveraging GigaML's advanced AI agents, Zepto transformed its customer support operations from a potential bottleneck into a scalable, efficient system capable of supporting the company's explosive growth trajectory.