Zomato Unveils Nugget: An AI-Powered No-Code Customer Support Platform
Zomato has launched Nugget, an AI-driven customer support platform designed to help businesses automate and manage customer interactions without requiring coding. The announcement was made by Deepinder Goyal, CEO of Eternal (Zomato’s parent company), through an X post on Monday, where he hinted at more exciting launches coming soon.
What is Nugget?
Nugget is a no-code, AI-powered autonomous customer support solution built to handle up to 80% of customer queries automatically while reducing resolution times by 20%. The platform has been in development for three years as an internal tool, according to Mr. Goyal.
Currently, Nugget processes over 15 million customer support interactions per month across Zomato, Blinkit, and Hyperpure. Given its success within Zomato’s ecosystem, the platform is now available to businesses globally. Mr. Goyal also noted that 90% of companies that tested Nugget opted to sign up.
The First Innovation from Zomato Labs
Nugget is the first product from Zomato Labs, an incubator dedicated to in-house technological advancements. With real-time learning and adaptability, the AI tool is designed for industries beyond food tech, making it a versatile solution for businesses worldwide.
Key Capabilities of Nugget
- Intelligent Conversations – Enables seamless and natural customer interactions.
- AI-Powered Image Classification – Enhances issue resolution speed with automated visual analysis.
- Automated Quality Audits – Improves efficiency by ensuring high service standards.
- Voice AI Agents & Co-Pilot Features – Assists human agents for faster and more effective support.
- Seamless Integrations – Works fluidly with existing customer support systems.
Zomato is positioning Nugget as a cost-effective alternative to traditional customer support solutions. To attract businesses, the company is offering the platform for free to founders locked in contracts with legacy providers.
While financial details remain undisclosed, Mr. Goyal stated that Nugget is designed to be a low-cost, scalable solution with 99.99% uptime. Businesses interested in exploring the platform can sign up at nugget.zomato.com.
