内容来源：https://news.microsoft.com/source/asia/features/real-time-intelligence-how-indias-swiggy-serves-millions-with-microsoft-fabric/

内容总结：

印度外卖巨头Swiggy借力微软技术应对亿级订单挑战

在印度，从香饭到手机，每日通过外卖应用下达的订单数以百万计。作为该国领先的即时配送平台之一，Swiggy在截至2025年3月的财年中订单量达9.23亿，同比增长22%。其业务已从餐饮配送拓展至生鲜百货、餐厅预订及活动策划，服务覆盖全国超700个城市。

面对高度本地化、季节性的消费趋势（极速配送业务中，板球赛季的队服零食与排灯节的金币均成热销品）以及以“分钟”计时的配送竞争，Swiggy首席技术官Madhusudhan Rao指出：“愿意为便利付费的消费者正快速增长。”目前，平台月活交易用户达2300万，日处理订单300万至400万笔，调动超69万名骑手，连接26万家餐厅及1100多个前置仓。

为破解复杂物流与实时运营难题，Swiggy近期部署了微软Fabric平台的实时智能系统。该技术可将库存、路况等流数据转化为 actionable 洞察，将运营面板数据更新延迟从10分钟缩短至秒级。技术负责人Vipinkumar Tiwari举例称：“突发降雨导致道路拥堵时，系统能即刻优化配送方案，保障用户体验。”

具体应用成效显著：

1. 智能风控：通过实时监测折扣券使用峰值，有效遏制了优惠码在社交媒体泄露导致的滥用，降低营销损失。
2. 动态库存：前置仓若某商品（如卫生巾）即将售罄，系统将同步提示商家补货，并实时告知用户“从较远仓库调货需更长时间”，避免误购与客诉。
3. 运力调度：后台团队可依据区域订单激增情况，主动调度骑手前往热点区域。
4. 客服增效：基于微软Azure OpenAI的生成式AI客服，能在用餐高峰等时段自动回复“我的订单到哪了”等咨询，缓解人工压力。

Swiggy于2024年11月上市，融资13.4亿美元。其合作技术伙伴Mandelbulb Technologies联合创始人Deepanshu Thakur表示，Swiggy对微软Fabric实时智能的应用，展现了大数据与AI在应对高并发、即时性商业场景中的关键价值。

中文翻译：

实时智能：印度外卖平台Swiggy如何借助微软Fabric服务百万用户
印度民众正热衷于使用外卖应用，每天下达数百万份订单，从印度香饭到手机无所不包。
作为印度最大的按需便利平台之一，Swiggy在截至2025年3月31日的财年中收获了9.23亿份订单，较上年增长22%。

消费趋势呈现高度本地化与季节性特征。在即时零售领域，生鲜杂货虽是销量最高的品类，但板球赛季的队服零食、排灯节期间的黄金饰品等各类商品都备受青睐。
这种特性使得这个以速度和服务为核心的行业面临复杂的物流挑战。

Swiggy技术负责人维平库马尔·蒂瓦里表示："我们时刻保持警惕，不断优化配送时效并解决随之而来的运营难题。比如突降暴雨导致道路拥堵、配送员无法出行时，我们如何保证准时送达并提供良好客户体验？"
过去，运营数据更新到仪表盘可能耗时10分钟——当餐食订单要求30分钟送达、其他商品仅限10分钟时，这样的延迟显然影响重大。

为保持领先优势，Swiggy开始采用包括微软技术在内的多种工具。最近数月，该平台部署了微软Fabric平台的实时智能系统，这个能处理从库存水平到路况等流数据的平台，可在数秒内提供可操作的洞察。
他们还通过微软Azure OpenAI服务推出生成式AI聊天机器人，将这些洞察实时传达给运营人员、客户和配送骑手。

纵横交错的物流网络
Swiggy于2014年在班加罗尔以外卖业务起家，2020年推出生鲜杂货平台Instamart，该板块业务每年翻倍增长。平台现已拓展至餐厅预订及活动策划领域，并于2024年11月上市募资13.4亿美元，业务覆盖印度超700个城市。

Swiggy首席技术官马杜苏丹·拉奥指出："如今人们有足够收入消费这类服务，愿意为便利付费的群体正在扩大。"
目前Swiggy应用月均交易用户达2300万，每日通过外卖和即时零售产生300-400万份订单。超过69万名配送骑手从26万家餐厅及1100多个"暗店"取货——这些本地仓库专门储备最畅销商品。

精准折扣策略
为处理每日收集的数十亿数据点，Swiggy今年初开始采用发布仅一年的微软Fabric实时智能系统。专注部署该系统的IT公司Mandelbulb Technologies联合创始人迪潘舒·塔库尔透露，首个应用场景就是甄别优惠券滥用行为。

与许多零售商类似，Swiggy通过定向折扣培养客户忠诚度并提升特定时段订单量。但曾出现折扣码在社交媒体泄露被他人滥用的情况，导致平台收入受损。
Fabric实时智能系统能检测异常集中的优惠券使用行为，帮助平台及时停用相关优惠券。

实时数据还能同步更新应用库存信息并管理客户预期。
以往若某"暗店"卫生巾即将售罄，应用信息更新会有5-10分钟延迟，期间用户可能无意中下单。结果既引发客户不满，又让门店经理手忙脚乱。
如今通过Fabric实时智能系统，商家会立即收到补货提醒，同时客户将直接被告知：从较远仓库调货可能导致配送时间延长。

订单追踪自动化
Swiggy还运用微软Azure OpenAI实现客服中心自动化，在用餐高峰等时段无需增派人力即可处理"我的订单到哪了"等客户咨询。
Fabric实时智能系统同时为后端团队提供潜在瓶颈的可视化分析。例如当监测到特定社区订单激增时，系统可即时调度配送骑手前往该区域。

英文来源：

Real-time intelligence: How India’s Swiggy serves millions with Microsoft Fabric
Indians are embracing delivery apps, placing millions of orders every day for everything from biryani to cell phones.
Swiggy, one of India’s biggest on-demand convenience platforms, received 923 million orders in the financial year ending March 31, 2025, up 22 percent from the previous year.
Buying trends are hyper-local and seasonal. While groceries remain the top selling category in quick commerce, users buy everything from team jerseys and snacks during cricket season to gold coins during Diwali.
That makes for complex logistics in an industry that competes on speed and service.
“We are always on our toes to keep solving, keep optimizing delivery times and the operational hiccups that come with them,” says Vipinkumar Tiwari, Swiggy’s chief of tech staff. “Say all of a sudden there is rain and the roads are choked up and people are not able to get out. How can we ensure timely delivery and a good customer experience?”
In the past, it could take up to 10 minutes to update operational data on dashboards, a significant lag when food orders are expected in 30 minutes and other items in 10.
Swiggy has turned to technology tools, including those from Microsoft, to stay ahead. In recent months, it deployed Real-Time Intelligence in Microsoft Fabric, a platform to process and analyze streaming data –from inventory levels to road conditions – and give actionable insights in seconds.
It also rolled out generative AI chatbots using Microsoft Azure OpenAI Service to communicate these insights to operations staff, customers and delivery drivers.
A logistical web
Swiggy started in Bengaluru in 2014 with food delivery. In 2020, it launched Instamart, its marketplace for grocery and household items, a segment which is doubling each year. It has also gone into the business of restaurant reservations and organizing events. Swiggy went public in November 2024, raising 1.34 billion US dollars. It now operates in more than 700 cities across India.
“People now have the income to go and spend on some of these things,” says Madhusudhan Rao, chief technology officer of Swiggy. “The number of people who are willing to pay for convenience is growing.”
There are now 23 million monthly transacting users on the Swiggy app on average, who place 3 to 4 million orders each day across food delivery and quick commerce. More than 690,000 delivery riders pick up these orders from over 260,000 restaurants, as well as more than 1,100 “dark stores,” which are local warehouses stocked with the most popular items.
Targeted discounts
To crunch the billions of data points collected daily, Swiggy earlier this year started using Microsoft Fabric Real-Time Intelligence, which was launched just a year ago. One of the first uses was to weed out misuse of discount coupons, says Deepanshu Thakur, co-founder of Mandelbulb Technologies, an IT company that specializes in deploying Microsoft Fabric.
Like many retailers, Swiggy dangles targeted discounts to keep customers loyal and boost orders at certain times of the day. There have been cases where these discount codes are leaked on social media and misused by others, which translates into less money for Swiggy.
Fabric RTI helps detect instances where there’s an unusually high number of people using discounts, and Swiggy can discontinue the coupon.
The real-time data also helps update inventory on the app as well as customer expectations.
In the past, if sanitary pads were about to run out at a particular “dark store,” there would be a time lag of five to 10 minutes for that information to show up on the app, during which a user might unwittingly order the item. The result? Frustrated customers and harried store managers.
With Fabric RTI, the seller is immediately alerted to add stock while the customer is told straight off the bat that it may take longer to get the pads to them from a warehouse that’s farther away.
‘Where is my order?’
Swiggy is also using Microsoft Azure OpenAI to automate its contact center and answer customer questions such as “Where is my order?” without having to add extra staff during peak hours such as mealtimes.
Fabric RTI also gives the back-end team visibility on potential bottlenecks. For example, if they see orders pouring in from particular neighborhoods, they can direct delivery riders to head to the area.