Following customer complaints about food images generated by artificial intelligence (AI), Zomato CEO Deepinder Goyal announced that the platform would remove all artificially generated images from the platform. Previously, AI-generated images designed to enhance the visual appeal of dishes had led to user dissatisfaction, prompting the company to take action.

Customer complaints and trust issues

Goyal has stressed that AI-generated images led to a “breakdown of trust” between customers and restaurants. The misleading images not only led to increased refund requests but also worse customer reviews.

In a statement on social media platform X.com (formerly known as Twitter), Goyal stressed that Zomato strongly discourages the use of AI-generated images for menus.

New policy and future measures

To address these concerns, Zomato plans to start removing AI-generated images by the end of the month. Goyal also asked its restaurant partners to stop using AI-generated images for marketing purposes and invest in real food photography. Under this initiative, Zomato will offer free photography services to restaurant owners.

PicNic AI and Zomato’s revenue growth

Last year, Zomato introduced PicNic AI (Picture Nicely AI) to help restaurants improve the quality of food images, but this tool will now be phased out in favor of authentic food photography. Despite the change in image policy, Zomato recently reported a 74 percent increase in revenue to Rs 4,206 crore in the first quarter of FY 2025 and a significant 126 percent growth in net profit to Rs 253 crore.

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