Zomato has introduced Nugget, an AI-powered customer support platform designed to automate business operations and enhance customer service. The AI-driven tool was used internally for over three years before being rolled out for wider adoption. With Nugget, Zomato aims to revolutionize AI-driven customer support, offering businesses an efficient, scalable, and intelligent solution.
This is the first product launched by Zomato Labs, an incubator focused on in-house technological innovations. Additionally, Zomato has announced its official rebranding to Eternal Ltd., reflecting its broader business expansion beyond food delivery.
Key Highlights of Nugget
- AI-powered, autonomous customer support platform requiring no coding or development team.
- Resolves up to 80% of customer queries automatically and reduces resolution time by 20%.
- Already managing 15 million+ interactions per month across: Zomato (food delivery platform), Blinkit (quick commerce platform), Hyperpure (B2B food supply service).
- Nugget classifies customer-uploaded images, automates quality audits for conversations, and builds Voice AI agents for real-time issue resolution.
- Zomato is offering Nugget for free to founders stuck in contracts with legacy customer support providers, positioning it as a cost-effective alternative.
Nugget is a Game-Changer:
- Automates a majority of customer support processes without human intervention.
- Enhances efficiency, cost-effectiveness, and customer experience.
- Strengthens Zomato’s presence in AI-driven business solutions.
Key Capabilities of Nugget
- Intelligent AI Conversations – Enhances customer interactions.
- AI-Powered Image Classification – Improves issue resolution speed.
- Automated Quality Audits – Ensures efficient customer service.
- Voice AI Agents & Agent Co-Pilot – Supports real-time query resolution.
- Seamless Integration – Compatible with existing customer support systems.