Zomato Introduces AI-Powered Customer Support Platform ‘Nugget’

Zomato has introduced ‘Nugget,’ a no-code AI-powered customer support platform designed to help businesses automate and streamline customer service. Developed over three years, the platform currently handles over 15 million monthly interactions across Zomato’s ecosystem, including Blinkit and Hyperpure. This move highlights Zomato’s focus on AI-driven solutions to improve customer experience and operational efficiency.

How Does Nugget Help Businesses Automate Customer Support?

Nugget is designed as a no-code automation tool, allowing businesses to integrate it into their systems without requiring a development team. This ensures easy adoption and customization for handling customer queries efficiently. One of the key features of Nugget is its ability to resolve up to 80% of customer queries autonomously. The AI model continuously learns and adapts in real-time, improving response accuracy. Additionally, Nugget comes equipped with tools such as image classification, automated quality audits, voice AI agents, and AI-powered analytics, helping businesses monitor and enhance their customer support systems.

Why Is Zomato Shifting Towards AI-Driven Solutions?

The launch of Nugget marks the first product from Zomato Labs, an initiative focused on in-house AI innovations. This shift signals Zomato’s move towards business-to-business (B2B) solutions beyond its customer-facing food delivery and restaurant discovery services. The company recently rebranded from Zomato Ltd. to Eternal Ltd., consolidating all its ventures, including Blinkit, Hyperpure, and now Nugget, under one umbrella. By investing in AI-powered tools, Zomato aims to improve not only its internal processes but also offer AI solutions to other businesses.

How Is Zomato Expanding Nugget to a Global Market?

Following its success within Zomato’s ecosystem, the company is now making Nugget available to businesses worldwide. Reports indicate that 90% of companies that have tested Nugget have chosen to integrate it, demonstrating its effectiveness. To encourage wider adoption, Zomato has introduced an offer where businesses currently using other legacy providers can use Nugget for free until their existing contracts expire. This move positions Zomato as a key player in AI-driven customer support solutions.

Zomato’s Commitment to Transparency in AI Integration

While Zomato is investing heavily in AI, it has also emphasized ethical use. In August 2024, Zomato announced a policy prohibiting AI-generated images in restaurant menus, responding to customer concerns over misleading representations. This decision highlights Zomato’s focus on maintaining trust and authenticity in its services.

By launching Nugget, Zomato is taking a significant step in integrating AI into customer support, aiming to improve efficiency for businesses worldwide. The platform not only enhances query resolution but also offers tools for operational oversight, making it a comprehensive solution in the AI-driven customer service space.

Zomato’s AI-Powered Customer Support Platform ‘Nugget’ – Key Highlights