How AI accelerated product innovation at Grab in 2024

Grab’s use of AI is not a recent development—we already deploy over 1,000 different AI models across multiple touchpoints, in areas such as personalisation, estimating wait time, trust and safety.

However, 2024 marked another leap forward, especially with regards to generative AI, or GenAI. The AI technology that excels at processing and generating natural language has helped accelerate product innovation at Grab in many ways.

Grab is one of the pioneers of AI adoption in SEA, and these are some of the AI solutions we rolled out in 2024 for the benefit of our partners and users.

1. Predicting high-demand areas with more accuracy

Grab introduced GrabRideGuide, an AI tool that predicts high-demand areas for driver-partners, helping them optimize their routes and maximize their earnings.

This tool uses machine learning to analyze historical data and current trends, providing drivers with real-time insights into where demand is likely to spike. This not only benefits the drivers by increasing their efficiency but also ensures that users can get rides faster and more reliably.

Learn more about AI predicting high-demand areas

2. Making sense of customer notes for more precise delivery Instructions

One of the standout features launched this year is an AI tool that interprets consumer notes to enhance delivery instructions.

By understanding natural language, generative AI can make sense of the many varied instructions left by consumers to delivery-drivers in the form of custom-written notes. These notes are made available for future deliveries, ensuring that delivery-partners can accurately follow specific instructions provided by consumers, leading to a more seamless and satisfying delivery experience.

Read more about AI and consumer notes

3. Helping merchants set up their shop on Grab faster

For merchants, Grab launched an AI tool that simplifies menu management by allowing them to upload menu items using photos. This tool uses image-to-text technology and generative AI to identify and categorize menu items, making it easier for merchants to update their offerings quickly and accurately. This innovation saves time and reduces the potential for errors, ensuring that menus are always up-to-date.

Discover how AI helps merchants upload menu items

4. Compelling copy in Grab’s voice, at scale

Grab’s internal teams have also benefited from AI with the introduction of a tool called Mystique, which assists in writing compelling copy that aligns with Grab’s brand voice. This generative AI tool helps create consistent and engaging content for marketing, communications, and customer interactions. By automating the copywriting process, teams can focus on more strategic tasks while ensuring that all written content maintains a high standard.

Read about Mystique AI copywriting tool

5. Improving Grab’s proprietary map-making cameras

Grab enhanced its proprietary map-making cameras, known as Kartacam, this year. The new version, Kartacam 2, uses powerful edge-AI technology, which means it can process some data directly on the device without needing to send all images to the cloud. This leads to overall improved speed and accuracy of the maps it creates.

KartaCam 2’s advancement is crucial for navigation and logistics, as it ensures that Grab’s mapping data is precise and up-to-date. Improved maps lead to better route planning and a more reliable service for users and partners alike.

Learn more about Kartacam 2

The year 2024 has been a transformative one for Grab, with AI playing a pivotal role in accelerating product innovation. From enhancing delivery instructions and predicting high-demand areas to simplifying menu management and improving map-making, AI has been at the forefront of making the Grab platform more efficient and user-friendly.