Zomato’s Nugget: AI That Handles Customer Support

Zomato Ltd has launched Nugget, an AI-native customer support platform to automate and streamline business interactions. Announced by co-founder and Group CEO Deepinder Goyal on February 17, the platform is built as a no-code tool that businesses can use without needing a dedicated development team.

Built as an Internal Tool

Nugget was initially developed for Zomato, Blinkit, and Hyperpure over three years. It currently handles over 15 million support interactions per month across these platforms. According to the company, the system can resolve up to 80% of customer queries autonomously by learning and adapting over time.

Features and Functionality

The platform is to handle a range of customer support tasks, including:

• Automated query resolution without manual intervention
• AI-powered analytics and quality audits
• Integration with tools like Freshdesk and Zoho
• Support for chat and voice interactions
• A co-pilot feature for human agents, which reportedly improves compliance by 25%
• Reduction in resolution time by 20%

Expansion Beyond Zomato

After using Nugget internally, Zomato has decided to make it available to businesses globally. Goyal mentioned that 90% of companies that have tested the platform have signed up. To encourage more businesses to adopt the tool, Zomato is offering it free of charge for companies locked into contracts with existing providers.

Zomato’s Recent Developments

The launch of Nugget follows Zomato’s recent decision to rename itself as Eternal Ltd. This change shows Blinkit’s increasing role in the company’s overall business strategy.

Zomato’s recent financial results showed a 57% year-on-year decline in net profit to ₹59 crore in Q3FY25. However, its revenue from operations increased by 64% year-on-year, reaching ₹5,404 crore.

Zomato Ltd is trading at ₹218.78, up 0.11% today (Feb 18, 12:20 PM), though it has declined 8.75% over the past month but remains 38.91% higher year-on-year.

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