Zomato has introduced Nugget, an AI-driven, no-code customer support platform aimed at automating and scaling customer service operations for businesses. The announcement was made by Zomato CEO Deepinder Goyal on Monday through X, where he highlighted Nugget’s efficiency, adaptability, and accessibility for businesses of all sizes.
AI-Driven Customer Support for Businesses
Nugget is designed to autonomously resolve up to 80% of customer queries, significantly reducing response times and enhancing service quality. The platform continuously learns and adapts in real-time, ensuring it evolves with changing customer needs. Notably, it requires no coding expertise, making it accessible even for businesses without dedicated tech teams.
Developed over three years as an internal support tool, Nugget already manages over 15 million customer interactions per month across Zomato, Blinkit, and Hyperpure. The tool’s ability to handle large volumes of queries efficiently has driven Zomato to extend its availability to businesses worldwide.
Competitive Edge and Global Expansion
Zomato’s CEO emphasized that Nugget is highly customizable and cost-effective, allowing businesses to integrate it seamlessly into their existing operations. “No rigid workflows, just seamless automation,” Goyal stated. He also revealed that 90% of businesses that have reviewed the platform have already signed up for its services.
As part of the launch, Zomato is offering an incentive to businesses currently using legacy support providers. Companies stuck in existing contracts can use Nugget for free for the remainder of their contract terms, positioning it as a compelling alternative to traditional customer service solutions.
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Zomato Labs: A New Era of Innovation
Nugget marks the first major product launched by Zomato Labs, the company’s newly established innovation incubator. With this initiative, Zomato aims to develop and introduce cutting-edge AI-powered solutions for businesses. Goyal hinted at more innovations in the pipeline, signaling Zomato’s deeper push into AI-driven enterprise solutions.
With AI transforming customer service, Zomato’s Nugget enters the market as a scalable, cost-efficient, and intelligent alternative to traditional customer support platforms. As businesses increasingly look for ways to enhance customer experiences while reducing operational costs, Nugget could play a key role in shaping the future of AI-driven customer support.