Currently, AI usage is largely focused on writing assistance, editing, and search-related activities. However, the next phase could involve shopping-related queries such as product recommendations, price comparisons, and delivery timelines.
Also Read | Bernstein backs Eternal, Swiggy despite AI concerns, still sees up to 60% upsideGor said consumer behaviour could evolve in a similar way to how search engines became gateways for travel and product bookings.
AI platforms may increasingly guide purchasing decisions, but access to real-time product data remains dependent on partnerships with e-commerce platforms. Without such integration, AI models cannot provide live pricing or availability information.
He noted that shopping through AI interfaces is already possible in some markets, allowing users to place orders without directly opening retailer apps.
Despite AI-driven changes in consumer interfaces, Gor said physical infrastructure operated by e-commerce companies remains difficult to replicate.
“Hardware is sort of the best defence against software,” he said, referring to logistics networks, dark stores, delivery systems, and supply chain management.
Also Read | You may soon be able to order food on AI chat and pay via UPIThese operational capabilities make it difficult for AI platforms alone to replace established e-commerce and quick commerce players.
Gor identified competition as the primary risk for companies such as Swiggy and Eternalas large players, including Amazon, Flipkart, and Jio, expand their presence in quick commerce.
He also highlighted challenges arising from rapid expansion into non-grocery categories, which require different operational capabilities due to slower product turnover.
How companies manage these changes will influence profitability and financial performance, he said.
Gor added that major AI companies are unlikely to invest heavily in logistics infrastructure because delivery businesses operate with relatively low margins compared with technology platforms.
“I don’t think that’s their business model,” he said, noting that building physical ecosystems may not be attractive for AI-focused firms.
For the full interview, watch the accompanying video
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