A new AI platform has been launched by Zomato for enterprise customers called ‘Nugget’
Zomato has officially introduced its AI-native, no-code customer support platform, Nugget, to enterprises worldwide. The announcement was made by Zomato CEO Deepinder Goyal, who highlighted the platform’s ability to help businesses scale their customer support effortlessly with its highly customizable features, minimal costs, and no need for a dedicated development team. Built as an internal tool over the past three years, Nugget has been instrumental in handling over 15 million support interactions per month for Zomato, Blinkit, and Hyperpure.
According to its website, Nugget offers AI-driven support through a range of agents, including conversational chatbots and co-pilots, designed to handle complex queries while optimizing customer service. The platform integrates various capabilities such as image classification, audit automation, voice AI agents, and detailed analytics. It boasts an impressive efficiency rate, claiming to resolve 80% of queries received, improve compliance by 25%, and significantly reduce resolution time. Goyal further asserted that 90% of the businesses that have evaluated Nugget have decided to sign up for the service.
The introduction of Nugget marks Zomato’s second major B2B offering after Hyperpure. As the company expands its footprint in the AI sector, more innovative products are expected to emerge from Zomato Labs, the in-house incubator responsible for Nugget’s development. Goyal hinted at several upcoming launches in this space, reinforcing Zomato’s commitment to leveraging AI technology for business solutions.
This move comes on the heels of Zomato’s decision to seek shareholder approval for a corporate rebranding to ‘Eternal Limited.’ The company has been using the name internally since acquiring Blinkit to differentiate its overarching corporate identity from its food delivery operations. The formal name change now awaits final approval from shareholders.
As AI continues to revolutionize industries globally, Zomato’s foray into this sector aligns with broader market trends. According to Inc42’s 2024 survey on tech investments, around 80% of startup founders are seeking external expertise to enhance their AI capabilities. To attract businesses that have already committed to existing AI solutions, Goyal has extended an offer allowing such companies to access Nugget free of charge for the remainder of their contracts with legacy providers.
This announcement follows Goyal’s recent outreach to business leaders utilizing AI as an integral part of their operations. Earlier this month, he invited industry professionals to share insights on how they are incorporating AI into their businesses. With Nugget now available for global enterprises, Zomato is positioning itself as a significant player in the AI-driven customer support space, signaling the company’s evolving focus beyond food technology.
