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.
