E-commerce platforms using chatbots should not lead to customer dissatisfaction: Priyank Kharge

Karnataka IT-BT minister Priyank Kharge

Karnataka IT-BT Minister Priyank Kharge said the government will ensure a conducive environment for e-commerce while protecting customers.

He clarified this after stating that the government may intervene if quick-commerce and e-commerce platforms fail in service and delivery.

Also, read: Karnataka IT minister: Govt may step in if quick, e-commerce platforms fail on service, delivery

Speaking on the sidelines of an event in Bengaluru on March 6, Kharge said: “These platforms must ensure that AI, machine learning, and chatbots enhance—not diminish—customer satisfaction. We are open to working with them to address these issues.” he said.

Further, he said, “I’m not against technology—I strongly advocate for it. But it should not come at the cost of customer dissatisfaction. As a government, we also use chatbots and automation, and if we fail to deliver citizen services on time, people will raise concerns”.

“If there are complaints about customer support or service issues, the government will ensure a fair environment for both businesses and consumers. Customers rely on these platforms for quick delivery, quality service, and strong customer support. Meeting those expectations is their responsibility,” he said.

"We have always provided a conducive environment for growth, whether through IT policy, Global Capability Centres (GCC) policy, BT (Biotechnology) policy, or Animation, Visual Effects, Gaming, and Comics (AVGC) policy—all formulated through consultation. This will also be done in consultation, not as a knee-jerk reaction." said Kharge.

Sources said that the minister has received several complaints from people about delivery apps misleading customers—promising 10-minute deliveries but arriving after 20 minutes, not providing proper refunds, and other issues. “Complaints about this are increasing, and the government will take cognizance if needed. If required, we will review the matter with the industry.” said a source.

Resolving issues in gig workers' bill

On the status of Karnataka Platform-based Gig Workers (Social Security and Welfare) Bill, Kharge said, “No company—whether e-commerce or otherwise—is against gig worker welfare. These companies are in touch with me and the labour department, expressing concerns about potential innovation setbacks. We will work with them to draft a bill that benefits everyone. This is not a knee-jerk reaction but a well-considered policy.”

Also, read: Karnataka plans 1-2% transaction fee on aggregator platforms like Zomato, Swiggy for gig worker welfare fund