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

Zomato Unveils Nugget: An AI-Powered Customer Support Solution

Zomato, the renowned food and grocery delivery company, has launched Nugget, an artificial intelligence (AI)-powered customer support platform for businesses worldwide. Announced by Zomato's co-founder and Group CEO Deepinder Goyal on February 17, Nugget marks the company's foray into the business-to-business (B2B) solutions market 1

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Development and Capabilities

Nugget was developed over three years as an internal tool by Zomato Labs, the company's incubator for in-house innovations. The platform currently facilitates over 15 million support interactions monthly across Zomato's food delivery platform, its quick commerce unit Blinkit, and its B2B grocery supply vertical, Hyperpure 1

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Key features of Nugget include:

1. AI-powered query resolution with up to 80% autonomous resolution rate
2. 20% reduction in resolution time
3. No-code interface for easy customization
4. Integration with popular tools like Freshdesk, Zoho, Salesforce, and WhatsApp
5. Image classification and automated quality audits
6. Voice AI agents and intelligent conversations 2

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Market Position and Adoption

Goyal claims that 90% of companies who have seen Nugget in action have signed up for the service. To accelerate adoption, Zomato is offering Nugget free to founders who are stuck in contracts with legacy providers 1

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Impact on Zomato's Business Strategy

The launch of Nugget signals a significant shift in Zomato's focus from end-users to providing B2B solutions. This move comes at a time when the company is facing challenges in its core food delivery business, with Blinkit becoming the principal driver of revenue and growth 1

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Company Rebranding and Future Plans

Zomato recently announced plans to rebrand as Eternal Ltd, consolidating its four main businesses under this new name. The company hints at more product launches from Zomato Labs in the near future, potentially expanding its software-as-a-service (SaaS) offerings 2

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Market Response

Following the announcement, Zomato's shares gained attention in the stock market. As of February 19, the stock closed at Rs 218.5, up 1.2% on the BSE. However, it has declined 21% year-to-date while gaining 321% over the past two years 5

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Nugget's launch demonstrates Zomato's commitment to innovation and its strategic pivot towards AI-driven solutions in the competitive customer support landscape. As businesses increasingly seek efficient, AI-powered tools, Nugget's success could potentially open new revenue streams for Zomato in the B2B sector.