Zomato has announced an AI-powered customer support platform called Nugget to help businesses automate their operations. CEO Deepinder Goyal posted the news on X saying the tool was used internally over three years before being rolled out.
“Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed,” he noted. The AI customer support platform is able to resolve up to 80% queries autonomously, can learn and adapt in real-time and doesn’t require users to know coding as it’s a no-code platform.
Goyal claimed that Nugget is already handling more than 15 million interactions per month for their food delivery platform Zomato, quick commerce platform Blinkit and the B2B service Hyperpure.
The website for the service says Nugget is able to accurately classify images that customers send while making complaints, automates quality audits of conversations with customers, build voice AI agents that can help resolve real-time queries and offer analytical insights to improve the process.
Nugget, it said, led to 20 percent lesser time for resolution.
Goyal added that businesses who were working with legacy providers but struggled could now use Nugget for free for the rest of their term.
Nugget is also the first product launch from Zomato Labs, their incubator for in-house innovations with more to come Goyal said.
Just a couple of weeks ago, Zomato said it was officially changing its name to Eternal Ltd. to reflect a shift towards a broader business strategy aside from food delivery.
Published - February 18, 2025 02:54 pm IST
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