Deepinder Goyal-led food delivery giant Zomato has unveiled Nugget, an AI-powered, no-code customer support platform poised to revolutionize how businesses handle customer interactions. Three years in the making, this innovative tool is already processing over 15 million support interactions monthly across Zomato, Blinkit, and Hyperpure, demonstrating its capabilities and potential impact.
Nugget’s core strength lies in its ability to automate a significant portion of customer service, resolving up to 80% of queries autonomously. This high level of automation is achieved through sophisticated AI that learns and adapts in real time, making it particularly well-suited for businesses dealing with large volumes of support requests. For companies like Zomato, juggling millions of orders and customer inquiries, such efficiency is crucial.
What sets Nugget apart is its user-friendly, no-code interface. Businesses can easily customize workflows to meet their specific needs without requiring complex technical expertise. This accessibility empowers businesses of all sizes to leverage the power of AI-driven support. Furthermore, Nugget seamlessly integrates with popular helpdesk systems like Freshdesk and Zoho, streamlining existing workflows and minimizing disruption during implementation. Zomato claims that Nugget can reduce resolution time by 20% and increase agent co-pilot compliance by 25%, offering tangible benefits to businesses.
Nugget was initially developed as an internal tool to manage Zomato’s own burgeoning customer base. Facing a deluge of queries across its food delivery and quick commerce platforms, Zomato recognized the need for a sophisticated AI solution. Nugget was designed to handle a wide range of requests, from simple order tracking to complex issues requiring image classification and automated quality checks. The fact that 90% of companies that have tested Nugget have opted to sign up speaks volumes about its effectiveness and value proposition.
To accelerate adoption, Zomato is offering Nugget free of charge to businesses currently under contract with other customer service providers. This strategic move, announced by Goyal on X (formerly Twitter), aims to remove financial barriers and encourage organizations to experience the benefits of AI-driven support firsthand. This generous offer underscores Zomato’s confidence in Nugget’s capabilities and its commitment to democratizing access to cutting-edge AI technology.
Nugget is the first product to emerge from Zomato Labs, the company’s in-house incubator. This launch signals a broader strategic shift for Zomato, which recently received board approval to rebrand its parent company as Eternal. This rebranding reflects the company’s diversification beyond its core food delivery business, encompassing Blinkit, Hyperpure, District, and now, Nugget.
This foray into the software-as-a-service (SaaS) market comes at a time when Zomato is navigating a complex financial landscape. The company recently reported a 57% year-on-year drop in consolidated profit after tax for Q3FY25, although revenue saw a healthy 64% increase. While these financial figures present a mixed picture, Zomato’s investment in Nugget demonstrates its long-term vision and its commitment to innovation. By leveraging its internal expertise and developing a product with broad applicability, Zomato is positioning itself for future growth and solidifying its presence in the tech landscape. Nugget has the potential to not only transform customer support but also become a significant revenue stream for Zomato, contributing to its overall financial performance.
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