How a food delivery platform cut response time from 15 minutes to under 2, and doubled the volume its team could handle

• Industry: Travel & Tourism 

• Support Team: 60 agents

• Monthly Conversations: roughly 220,000

• Channels: in-app chat and WhatsApp

• Auto-resolution rate: 82%

• Average response time: under 2 minutes, down from 15

• Operational efficiency: 2x more conversations handled with the same 60 agent team

The customer

A food delivery platform connecting hungry customers with thousands of restaurants. Support runs almost entirely inside the app and over WhatsApp, and it never really stops, because neither does dinner.

The challenge

Food delivery support is a race against a cooling meal. An order is late. An item is missing. The wrong dish showed up. The customer wants it fixed now, while they are still hungry and still angry, not in an hour when the food is cold and the evening is ruined.

Volume was enormous and spiky. A rainy Friday night could triple the queue in an hour. Average response time sat around 15 minutes, which in food delivery is an eternity, and the same requests came in on endless repeat: where is my order, an item is missing, I want a refund, the driver cannot find me. The 60 person team was constantly firefighting, and margins in delivery are thin enough that simply hiring more agents was not an option leadership would accept.

“On a busy night we were fifteen, twenty minutes behind, and every one of those minutes is a customer staring at a cold meal getting angrier. My team was running flat out just to stay behind. It was not sustainable.” Head of Customer Experience

Why AutomatiCworX

The platform needed something that could actually resolve the flood, not just reply to it. A chatbot that answered “we are looking into it” would have made things worse.

They chose AutomatiCworX because it takes the action in the conversation. It checks the order, sees the missing item, and processes the refund, right there, in seconds. It works across the app and WhatsApp with one shared memory. And because it is priced as a flat monthly fee, not per resolution, the platform could put it in front of its entire firehose of volume without the bill scaling up every time an order went wrong.

It was live in six days on top of the platform’s existing stack.

AutomatiCworX in action

A customer messages that their order arrived missing a side dish. AutomatiCworX checks the order, confirms the missing item against the receipt, applies the refund for it, and tells the customer it is done, all inside the same chat, in under a minute. The customer never leaves the app and never opens a ticket.

The system clears the high volume core on its own: order status and tracking, missing or wrong items, eligible refunds, delivery delays, loyalty points, address fixes.

When a case needs a person, it does not stall. If a customer is furious, or a request is unusual, or the stakes are high, AutomatiCworX escalates to the team with the full order history, the conversation, and its own reasoning attached. The agent starts with everything in front of them, not a cold ticket.

The results

The nights that used to break the team became nights they simply handled.

• AutomatiCworX resolved 82% of conversations on its own.

• Average response time fell from 15 minutes to under 2.

• The platform handled 2x the order volume through peak periods with the same 60 agents.

• Customer satisfaction on support interactions rose sharply through the busiest months.

What changed for the team

Before, the team spent every shift drowning in “where is my order.” Now that clears itself, and the agents handle the cases that actually need a human: the genuinely upset customer, the complicated refund, the situation that needs a judgment call and a bit of care.

“My agents used to dread Friday nights. Now the volume handles itself and they step in on the cases that really need them. They are not firefighting anymore. They are actually helping people, and you can feel the difference in the team.” Head of Customer Experience

What is next

The platform is extending AutomatiCworX to Arabic language support and to its restaurant partner support line, where the same volume pressure is building.

See what AutomatiCworX can resolve for your customers.