How Laayo uses AI, and the rules we keep
Where artificial intelligence helps at Laayo, from support chat to menus, notifications and ratings, and the guardrails that keep people in charge.
Laayo is a food and grocery delivery app in Birtamod and Damak, Jhapa, run by Laayo Services Pvt. Ltd. Like many teams, we use AI where it saves people time. Unlike the hype, we use it in a few specific places, with clear rules about what it may and may not do. This post is the overview; each section links to the full story.
Support chat: an assistant that knows when to hand over#
When you open support chat in the Laayo app, an AI assistant answers first. It can explain where an order is, how refunds work, how to change an address and most of the everyday questions people ask. It understands English, romanized Nepali and Nepali script, and replies in the language your app is set to, or in the language you write in.
The most important thing it does is know its limits. When a chat needs a person, such as a refund dispute, an item it cannot verify or a customer who simply asks for a human, the assistant hands the chat to our support team for real, with a short brief so the person who picks it up does not have to ask everything again. It never pretends that help is on the way when it is not.
The full story is in The support assistant that knows when to hand over.
Menus: from a photo to a digital menu#
Typing a restaurant’s whole menu by hand is slow and full of mistakes. When a new partner joins, our team can take a photo or PDF of the printed menu and let AI read the dish names, sizes and prices into a table.
A person checks every line before the menu goes live, and the restaurant sees it before customers do. AI also suggests short descriptions for dishes, which the team can edit or throw away. We do not use AI to generate food photos; a dish on Laayo looks like the real dish. See A menu from a photo.
Notifications: words from AI, facts from our system#
Some Laayo notifications, such as a reminder about a dish you might like, are written with the help of AI. The split of work is strict:
- Our own code picks the facts: a real dish, from a real restaurant, that is open and delivering to you.
- AI only writes the words around those facts, in a friendly and short way.
- AI may not invent anything: no made-up discounts, no prices that do not exist, no promises about delivery times.
- Messages respect the time of day, and campaigns are limited so your phone is not buzzing all day.
More in Notifications that are worth opening.
Ratings: a score that fits your taste#
Next to a restaurant’s overall rating, Laayo can show a ”for you” rating, tuned to what you tend to enjoy. It learns from signals like your reviews and the places you order from again. You can switch between “For you” and “Overall” at any time, and the overall rating is never hidden. See Ratings that mean something.
The rules we keep#
Across all of these, a few rules do not change:
- People stay in charge of anything that matters. Refunds, account changes, menus that go live and anything to do with money are decided or checked by a person, or by our own system following fixed rules.
- AI does not invent facts. Prices, discounts, delivery times and order details come from Laayo’s own data, never from a model’s imagination.
- Always a way to a human. In support, asking for a person always works.
- Privacy first. We send AI only what a task needs. Payment details are never part of it, and personal details are kept out wherever the task allows.
- No fake images. Food photos on Laayo come from restaurants, not from image generators.
- We measure outcomes, not hype. In support, what matters is whether your problem was solved and how quickly a person joined when needed, not how many chats AI handled alone.
Where AI is not used#
Some things at Laayo deliberately do not use AI. Payments, payouts to restaurants and riders, refunds and the price you pay are calculated by our own system with fixed rules that can be checked line by line. Dispatch decisions follow clear rules too. These are areas where being predictable matters more than being clever.
Quick answers#
Does Laayo use AI in customer support?#
Yes. An AI assistant answers support chats first and hands the chat to a person on Laayo’s support team when needed, or whenever you ask for a human.
Can Laayo’s AI give me a discount or a refund?#
No. The assistant can explain how refunds and offers work, but refunds are handled by Laayo’s system and support team, and AI never invents discounts.
Are the food photos on Laayo made by AI?#
No. Food photos come from restaurant partners. Laayo does not use AI to generate dish photos.
Does AI choose what I see in notifications?#
Laayo’s own system picks real dishes and restaurants that are open for you. AI only helps write the message, and it may not add discounts or claims.
Can I talk to a real person at Laayo?#
Yes. Ask for a human in support chat, email [email protected] or call 9707055875.
