SingaporeTechnology and telecom2025 – ongoingGrab
AI Merchant Assistant and AI Driver Companion
Grab launched LLM assistants for merchants and drivers in April 2025 and said more than 250,000 drivers used the ride-guidance tool weekly
Problem
Grab runs ride-hailing, delivery and payments in 8 Southeast Asian countries with 44 million monthly transacting users. Merchants and drivers needed help with daily decisions such as menu updates, ad campaigns and where to find rides, and its maps needed fresher road data.
Approach
At its first GrabX event on April 8, 2025, Grab introduced the AI Merchant Assistant, a chatbot in the GrabMerchant app built with OpenAI and Anthropic models. It also introduced the AI Driver Companion in the Driver app, built with OpenAI. The companion has a ride-guidance feature that points drivers to likely demand areas and a voice reporting tool in which drivers report road conditions aloud. GPT-4o sorts those reports for GrabMaps.
Results
Takeaway
Grab put assistants into the apps merchants and drivers already used for daily work. It reported usage counts but no figures for earnings or time saved.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Marketing and salesProduction and quality
- Innovation type
- Product and service innovation
- AI technology
- Generative AIAI agents
- Adoption
- Co-developed with a partner
- Evidence
- Company's own claim
Sources
Source summaries
Gadget Pilipinas reports that Grab launched the AI Merchant Assistant and AI Driver Companion at GrabX. It gives Grab's figures of over 250,000 weekly users of ride guidance and more than 16,000 daily voice reports from over 900,000 drivers. It also explains which OpenAI and Anthropic models power each feature.
GadgetMatch reported the same launch. It describes what the merchant chatbot and the two driver tools do, repeats the 250,000 weekly ride-guidance users, and notes the new Anthropic partnership alongside the expanded OpenAI one.
Full details are in the original sources.
