Eternal/Zomato laid off ~240-250 customer support staff, shutting Hyderabad 'customer delight' centre amid AI automation push
Sep 1, 2026Eternal (Zomato) laid off approximately 240-250 employees in its Hyderabad customer support ('customer delight') operations and shut the centre, as the company continued shifting customer service to AI and automation. The company offered counselling services through March 2027, transferred company-issued laptops and earphones to affected employees, and provided outplacement assistance. This follows a similar 500-600 person AI-driven customer-support layoff round in April 2025, and comes amid broader industry scrutiny of food-delivery platforms over food safety and hygiene standards.