Zomato has announced its entry into the AI-powered customer support sector with the launch of Nugget, a smart automation platform designed to handle customer queries efficiently. CEO Deepinder Goyal revealed that Nugget has been developed internally over the past three years and is already managing an impressive 15 million customer interactions per month across Zomato’s ecosystem, including Blinkit and Hyperpure.
The AI-driven platform automates up to 80% of customer support queries, significantly reducing operational costs and response times. Unlike traditional support systems, Nugget leverages real-time learning, AI-powered voice agents, image classification, and automated quality audits to enhance accuracy and efficiency.
One of the key highlights of Nugget is its no-code framework, allowing businesses to integrate and customize the platform without requiring a dedicated development team. This makes it a cost-effective and highly scalable alternative to existing customer support solutions. The platform seamlessly integrates with widely used tools like Freshdesk and Zoho, making it easy for businesses of all sizes to adopt and enhance their customer service capabilities.
Nugget is the first product launched under Zomato Labs, the company’s newly established innovation division focused on developing AI-driven solutions beyond the food delivery industry. With businesses increasingly relying on automation to improve customer experience, Zomato’s move into B2B software services marks a strategic shift aimed at diversifying its portfolio.
By introducing Nugget, Zomato is not only improving its own customer service infrastructure but also positioning itself as a key player in the AI-powered support industry, offering businesses worldwide a smarter, more efficient way to handle customer interactions.
