Zomato Launches Nugget: AI-Powered Customer Support Platform for Global Businesses

Zomato Launches Nugget: AI-Powered Customer Support Platform

Disclaimer: This content generated by AI & may have errors or hallucinations. Edit before use. Read our Terms of use Zomato Founder and CEO Deepinder Goyal announced the launch of Nugget, an AI-backed customer support platform for businesses worldwide, in a post on X (formerly Twitter) on February 17. Zomato Labs, the company’s incubator for in-house innovations, developed the AI platform over three years as an internal tool before making it publicly available. Deepinder Goyal’s post on X mentions that Nugget currently facilitates over 15 million support interactions monthly for Zomato's food delivery platform, its quick commerce unit Blinkit, and its B2B grocery supply vertical, Hyperpure. “Introducing Nuggetâ€"an AI-native, no-code customer support platform. Nugget helps businesses scale support effortlesslyâ€"offering high customization, low costs, and no need for a dedicated development team. No rigid workflows, just seamless automation,†Goyal stated. To boost adoption, Goyal is offering Nugget free to founders stuck in contracts with legacy providers, claiming that 90% of companies who have seen it in action have signed up. Nugget offers businesses AI-powered customer query resolution and workflow automation, with integrations into platforms like Freshdesk and Zoho. According to the company, it has helped achieve an 80% resolution rate for queries and a 20% reduction in resolution time. Nugget’s launch signals a significant shift in Zomato’s attention from catering to end users to providing business-to-business (B2B) solutions, even though most of their platforms are customer-facing. The company is now exploring enterprise solutions through Zomato Labs. Goyal also hinted at more product launches from Zomato Labs in the near future through his post on X. Notably, this development comes less than two weeks after Zomato officially changed its name to Eternal, in light of its quick commerce arm Blinkit becoming the principal driver in generating revenue and accelerating growth. Meanwhile, Zomato’s core food delivery business has faced challenges in customer acquisition, with an insignificant change in total orders. "Currently we are going through a broad-based slowdown in demand, which started during the second half of November," Rakesh Ranjan, CEO of Food Delivery at Zomato, stated in the company’s letter to shareholders on January 20.

Zomato Launches AI-Powered Customer Support Platform, Nugget

AI agents resolve up to 80 percent of queries autonomously, reducing resolution time by 20 percent. Food and grocery delivery company Zomato has launched an artificial intelligence (AI)-powered, no-code customer support platform for businesses worldwide, the company's co-founder and Group CEO, Deepinder Goyal, said on February 17. The AI platform, called Nugget, is the first product from Zomato Labs, the company's incubator for in-house innovations. Zomato may launch more software-as-a-service (SaaS) offerings through Zomato Labs in the future. Also Read: Meesho Launches Gen AI-Powered Voice Bot for Customer Support "Introducing Nugget - an AI-native, no-code customer support platform. Nugget helps scale support effortlessly - highly customizable, low-cost, no developer team needed. No rigid workflows, just seamless automation," Goyal said in a post on the social media platform X (formerly Twitter). According to Goyal, Nugget - which was built by Zomato as an internal tool over three years - is now powering over 15 million support interactions per month for Zomato, Blinkit, and Hyperpure. The tool is touted to solve up to 80 percent of queries autonomously by AI agents, learning and adapting in real-time. "We are now opening it up to businesses worldwide - 90 percent of companies who have seen Nugget have signed up," Goyal added. Also Read: Amazon Introduces AI Shopping Guides to Enhance Experience for US Customers Through the service, Zomato is offering businesses AI agents and co-pilots to perform accurate image classification, automated quality audits, AI-powered analytics, Voice AI Agents, intelligent conversations, and seamless integration via tools like Freshdesk, Zoho, Salesforce, Slack, Zendesk and WhatsApp. As per Nugget's website, the service boasts an 80 percent customer query resolution by AI agents, a 25 percent increase in compliance with the agent co-pilot, and a 20 percent reduction in resolution time. Also Read: Returned.com Streamlines Online Returns with New Voice AI Feature To accelerate initial adoption, Goyal stated that the service will be offered to founders free of charge. "Founders: stuck in a contract with a legacy provider? We'll give you Nugget for free for the remainder of your term," Goyal added in his post.

Zomato introduces Nugget, an AI-powered customer support platform for businesses: How it works

With 99.99% uptime, Nugget has already powered over 15 million customer interactions. Deepinder Goyal, CEO of Eternal Ltd, has introduced a new no-code customer support platform powered by artificial intelligence. Taking to X, Goyal announced Nugget AI, a low-cost customer support solution for businesses that can be used without writing a single line of code. Nugget AI aims to provide effortless, highly customisable customer support to help businesses grow without the need for a developer team. After the announcement of Zomato's parent company Eternal, this is the first product that has come from the Zomato labs. Also read: What is grok and why it is different from ChatGPT? Find out "Nugget was built as an internal tool over three years ago and now powers 15 million+ support interactions per month for Zomato, Blinkit, and Hyperpure. We're now making it available to businesses worldwide -- 90% of those that have seen Nugget have signed up," Goyal wrote in his X post. Also read: iPhone 16 is available with over Rs 15,000 discount on Flipkart: How this deal works According to the website, the Nugget can resolve eight out of ten queries autonomously, reducing resolution time by 20%. The company has also stated that it can learn and adapt in real time. Any business without a development team can use the AI tool, which requires no additional programming. The Nugget AI is currently available and has supported over 15 million customer interactions on platforms such as Zomato, Blinkit, and Hyperpure with a 99.99% uptime. To sign up for your business, go to nugget.zomato.com. However, as of the writing of this article, Zomato had not revealed any pricing information. Nugget AI also provides accurate image classification, quality audits, and intelligent conversations. These features are ideal for food delivery, clothing stores, and other small businesses. Furthermore, Nugget can summarise chats, make smart suggestions, and recommend contextual actions to the team, thereby increasing efficiency and productivity.

Zomato Opens Up In-House AI Platform 'Nugget' For Enterprises

Nugget is an AI-native, no-code customer support platform. It provides AI agents ranging from conversational AI chatbots to co-pilots Deepinder Goyal said that the platform was built as an internal tool over a period of three years, and now supports over 15 Mn support interactions/month for Zomato, Blinkit and Hyperpure Nugget provides features like image classification, automation of audits, voice AI agents, analytics, among others. Goyal claimed that 90% of companies who've seen it have signed up for it

Zomato shares in focus after launch of AI-backed customer support platform Nugget

Zomato's CEO Deepinder Goyal has introduced Nugget, an AI-supported customer support platform for its food delivery, Blinkit, and Hyperpure segments. Developed over three years, Nugget manages over 15 million interactions monthly and is open to global businesses. Zomato plans to rebrand as Eternal Ltd, consolidating its four main businesses under this new name.Zomato shares will remain in focus on Tuesday after CEO Deepinder Goyal unveiled Nugget, an artificial intelligence (AI)-backed customer support platform, which powers its food delivery business, quick commerce vertical Blinkit and Hyperpure. "Nugget helps businesses scale support effortlessly -- highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation," Goyal said in a post on X. The company developed Nugget as an internal tool over the past three years, and it now supports over 15 million interactions per month on its platforms. "We're now opening it up to businesses worldwide -- 90% of companies who've seen Nugget have signed up," he added. This is the first product from Zomato Labs, the company's incubator for in-house innovations. Also Read: Stocks in news: Zomato, Paytm, SBI Card, GMR Airports, Uno Minda, Ajax Engineering Zomato's board earlier this month approved a resolution to change the name of the food and grocery delivery firm to Eternal Ltd. Eternal will house the company's four businesses - food delivery platform Zomato, quick commerce firm Blinkit, going-out offerings under District, and business-to-business grocery supply vertical Hyperpure. Also Read: Radhakishan Damani, Jhunjhunwalas & other top investors lose Rs 81,000 cr in market rout As per Trendlyne data, the average target price of the stock is Rs 292, which indicates an upside of 33% from the current market prices. The consensus recommendation from 28 analysts for the stock is a 'Buy'. Technically, the stock's relative strength index (RSI) is at 41.8. According to Trendlyne, an RSI below 30 is considered oversold, while above 70 indicates overbought conditions. Additionally, the MACD is at -7.8, which is below its center line, this is a bearish indicator. The stock is trading below its 10-day, 20-day, 30-day, 50-day, 100-day, 150-day, and 200-day simple moving averages (SMAs). On Monday, Zomato shares closed at Rs 218.5, up 1.2% on the BSE, while the benchmark Sensex surged 0.08%. The stock has declined 21% year-to-date but gained 321% in the last two years. The company's market capitalization stands at Rs 2,10,908 crore. (Disclaimer: Recommendations, suggestions, views and opinions given by the experts are their own. These do not represent the views of the Economic Times)