As part of the partnership, MakeMyTrip will integrate its “Live Train Status” feature, allowing real-time tracking of train location and status. Passengers can place orders directly on the MMT app by entering their PNR details and preferred delivery station.

The feature follows a successful soft launch that received strong passenger response. “This collaboration with Zomato builds on that momentum and will contribute to strategically unlocking one of the fastest-growing consumption opportunities in India’s mobility ecosystem,” said Raj Rishi Singh, Chief Business and Marketing Officer, MakeMyTrip.

The move comes amid rapid growth in the e-catering segment. In FY25, Indian Railways’ e-catering services were used by more than 90,000 passengers daily, reflecting a 66% year-on-year rise. Industry estimates peg the train food ordering market at $500 million, projected to expand at a CAGR of 15% through 2033. IRCTC E-Catering, Travelkhana, and Zomato collectively command over half of the segment’s market share.

Zomato first entered the railway catering space in 2023 through a pilot with Indian Railway Catering and Tourism Corporation (IRCTC). It subsequently scaled the service to over 100 railway stations nationwide. The new partnership with MMT significantly widens its footprint in the mobility-linked food delivery market.

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Mangla succeeds Rakesh Ranjan, who led the vertical for the past two years. While Ranjan steps down from his role as Senior Management Personnel (SMP), he will continue to be associated with Eternal in an advisory or alternative capacity.

The leadership change comes at a time of significant momentum for the company. Eternal reported Rs 5,833 crore in revenue for Q4 FY25, marking a 64% year-on-year increase from Rs 3,562 crore in the same quarter last year. The food delivery segment contributed 35% of total operating income, underlining its ongoing relevance within Eternal’s diversified portfolio.

Aditya Mangla has been with Eternal since March 2021, and has held leadership roles across product, supply chain, and customer experience. Prior to joining Eternal, Mangla held senior P&L and product leadership positions in multiple tech-first startups.

As Mangla takes the reins, industry observers are watching closely to see how he steers the food delivery business through the next phase of growth in India’s competitive foodtech sector.

The post Eternal appoints Aditya Mangla as CEO of Food Delivery Business appeared first on Business of Food.

Zomato has launched Nugget, an AI-powered customer support platform designed to help businesses automate and manage customer interactions without requiring coding expertise. The announcement was made by Deepinder Goyal, CEO of Eternal (Zomato’s parent company), via a post on X, where he also hinted at more upcoming innovations.

Nugget is an autonomous AI-driven solution aimed at resolving up to 80 per cent of customer queries while reducing resolution time by 20 per cent. The platform has been in development for the past three years as an internal tool for Zomato’s operations.

Currently, Nugget handles over 15 million customer support interactions per month across Zomato, Blinkit, and Hyperpure. Following its success within Zomato’s ecosystem, the platform is now being offered to businesses globally. According to Mr Goyal, 90 per cent of companies that participated in early testing chose to adopt the platform.

Nugget is the first innovation to emerge from Zomato Labs, the company’s incubator dedicated to in-house technological advancements. The AI tool is designed to learn and adapt in real time, making it suitable for a variety of industries beyond food tech.

Key Features of Nugget

• AI-powered intelligent conversations for seamless customer interactions.
• Image classification technology to enhance issue resolution speed.
• Automated quality audits to improve operational efficiency.
• Voice AI agents and agent co-pilot features to assist human support teams.
• Seamless integration with existing customer support systems.

Positioning Nugget as a cost-effective alternative to traditional customer support providers, Zomato is offering the platform for free to founders who are currently bound by contracts with legacy support providers.

While financial details have not been disclosed, Mr Goyal stated that Nugget is built to be a low-cost, scalable solution with 99.99 per cent uptime—ensuring reliable and efficient support for businesses.

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