Zomato, an Indian food delivery company, built an AI-powered support bot called Zia to improve customer satisfaction and scale their support system. The bot uses large language models (LLMs) and a response generation pipeline to analyze conversations, identify required data, and generate contextually aware prompts. To optimize for latency, scalability, and cost efficiency, Zomato leveraged Together AI's optimized Llama models and scalable infrastructure. The switch to open-source models reduced costs and improved performance, allowing the bot to handle over 1,000 messages per minute during peak periods like Mother's Day. The implementation resulted in a 2x improvement in customer satisfaction scores, a 75% reduction in response times, and cost efficiency gains of 20%. Zomato continues to evaluate their system with human-in-the-loop quality checks and LLM-as-judge grading, and is exploring new areas such as multimodal models and augmenting human support with AI.