quickutilities – Zomato has introduced Nugget, an AI-driven, no-code customer support platform designed to help businesses streamline their customer service operations. The company’s co-founder and CEO, Deepinder Goyal, announced the launch through a LinkedIn post, highlighting the tool’s ability to enhance response efficiency and improve customer interactions.
Originally developed as an internal solution, Nugget has now been made available globally for businesses at no extra cost. This strategic move represents a significant shift for Zomato, which has primarily operated in food delivery and quick commerce. By expanding into AI-driven solutions, the company aims to support small businesses in managing customer queries with minimal effort.
How Nugget Enhances Customer Support
Nugget utilizes advanced AI algorithms to automate responses, resolve queries in real-time, and ensure seamless customer experiences. Unlike traditional customer support systems, this platform eliminates the need for complex coding, making it accessible for small businesses that lack technical expertise.
Zomato has successfully implemented Nugget within its own operations, where it has significantly improved response time and efficiency. Now, businesses worldwide can leverage this tool to optimize support operations, reduce wait times, and provide instant solutions to customer issues.
Zomato’s Expansion Beyond Food Delivery
With Nugget, Zomato moves beyond its core business of food delivery and quick commerce. By offering an AI-powered solution, the company taps into a growing market where businesses seek cost-effective customer support automation.
This expansion aligns with Zomato’s vision to diversify its technology offerings and strengthen its ecosystem beyond food delivery. As more businesses adopt AI-driven support tools, Nugget positions itself as a game-changer in customer service automation.
Nugget’s Evolution from Internal Tool to Public Platform
Zomato has officially launched Nugget, an AI-powered customer support system, after refining it as an internal tool for three years. CEO Deepinder Goyal shared that Nugget has been instrumental in managing over 15 million customer interactions per month across Zomato’s core services, including food delivery, Blinkit (quick commerce), and Hyperpure (B2B grocery supply).
Recognizing its success, Zomato decided to make Nugget available to businesses worldwide. The platform eliminates the need for traditional, labor-intensive customer support teams by leveraging AI for instant query resolution. Goyal revealed that 90% of companies that tested have chosen to sign up, highlighting its efficiency and ease of use.
A No-Code, Scalable Alternative to Legacy Systems
Unlike traditional customer support platforms that depend on manual workflows and large teams, Nugget offers a fully automated, no-code alternative. Businesses can integrate it seamlessly into their operations without technical expertise, making it accessible to startups and enterprises alike.
Zomato envisions Nugget as a scalable AI solution that streamlines customer support while reducing costs. As the first product from Zomato Labs, the company’s incubator for in-house innovations, Nugget sets the stage for more AI-driven tools aimed at enhancing business efficiency.
“We’re now opening Nugget to businesses worldwide—90% of companies who’ve seen it have signed up,” Goyal wrote. “This is just the beginning. Zomato Labs has more exciting innovations on the way.”
Nugget Automates Customer Support with AI-Driven Efficiency
Zomato’s Nugget aims to revolutionize customer service by handling queries without requiring developer intervention. The AI-powered platform is designed to reduce human involvement, enabling businesses to provide faster and more accurate support.
According to Zomato, Nugget can independently resolve up to 80% of customer queries, continuously learning and adapting to improve response accuracy. This self-learning AI ensures that businesses benefit from automated quality audits, intelligent conversation handling, and seamless integration with their existing data systems. By streamlining support operations, allows businesses to cut costs and enhance service efficiency.
Key Features Enhancing Operational Efficiency
Nugget includes advanced AI capabilities that optimize customer support interactions. Among its standout features is automated image classification, which helps businesses categorize and analyze customer-submitted images for quicker issue resolution.
Additionally, AI-driven analytics provide real-time insights into customer concerns, allowing businesses to detect trends and improve service strategies. Another major innovation is its voice AI agents, which simulate human-like conversations and execute customer requests efficiently.
Since implementing Nugget, Zomato has reported a 20% reduction in resolution time and a 25% improvement in compliance among human agents. With these gains, Zomato positions Nugget as a cost-effective alternative to traditional support systems, especially for businesses that rely heavily on customer interactions.
