Zomato Unveils ‘Nugget’: AI-Powered Customer Support for Businesses
Zomato, a leading food-tech platform, has introduced an in-house AI-powered customer support platform named ‘Nugget.’ This tool aims to help businesses scale customer support efficiently without requiring a coding or development team.
Zomato’s Announcement
In a recent filing, Zomato revealed that Nugget currently manages over 15 million support interactions per month across Zomato, Blinkit, and Hyperpure.
The platform is designed to require zero coding, learn and adapt in real time, and resolve up to 80% of customer queries autonomously.
Nugget is the first product developed by Zomato Labs, an internal innovation initiative.
As a promotional offer, Zomato is allowing businesses stuck in contracts with legacy customer support providers to use Nugget for free for the remainder of their contract term.
Features of Nugget
According to the information available on the Nugget website, the AI platform provides several key features, including:
Accurate Image Classification: Enhancing support by categorizing images for faster resolution.
Automated Quality Audits: Ensuring complete oversight by automating quality checks across interactions.
Intelligent Conversations: Integrating data sources and SOPs for seamless and accurate responses.
Voice AI Agents: Deploying cost-efficient AI agents capable of human-like interactions.
AI-Powered Analytics: Identifying issues and gaining insights from customer interactions.
Enhanced Efficiency: Reducing resolution time by 20% and improving agent compliance by 25%.
Market Performance and Strategic Shifts
On the day of the announcement, Zomato’s stock witnessed a 0.66% decline during the morning intraday session. Around 10:30 AM, shares were trading at Rs 217.10 per share, compared to the opening price of Rs 219.90 apiece.
Zomato, a dominant player in the food-tech industry with a market capitalization of Rs 2.09 lakh crore, is also a constituent of the BSE Sensex.
In a strategic move, the company’s Board recently approved renaming the company from ‘Zomato Limited’ to ‘Eternal Limited’ on February 6, 2025. However, this change is still pending approval from shareholders and the Ministry of Corporate Affairs.
Official Statement on the Name Change
Zomato issued a filing stating: “We would like to hereby inform that the board of directors of the Company vide resolution dated February 6, 2025, have approved the change in the name of the Company from ‘Zomato Limited’ to ‘Eternal Limited’, and the consequential amendment in the Memorandum of Association and Articles of Association to give effect to the same. Please note that this change is subject to the approval of the Shareholders of the Company, the Ministry of Corporate Affairs and other applicable statutory authorities, as required.”
CEO Deepinder Goyal’s Announcement
Zomato CEO Deepinder Goyal took to social media platform X to announce the launch of Nugget.
He wrote: “Introducing Nugget—an AI-native, no-code customer support platform. Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation.”
Goyal emphasized that Nugget allows businesses to handle customer queries efficiently while reducing operational costs. He further stated that 90% of businesses that have tested Nugget have signed up for the platform.
The Future of AI in Customer Support
As AI continues to transform the customer service landscape, Nugget represents Zomato’s commitment to innovation.
The platform is expected to disrupt traditional customer support by making AI-driven automation the standard in business interactions.
To encourage adoption, Goyal announced that companies tied to existing contracts with legacy customer support providers could use Nugget free of charge until their agreements expire.
This move positions Zomato as a competitive player in the AI-driven support space.
With the launch of Nugget, Zomato is not only improving its own customer service but also providing businesses worldwide with an efficient AI-driven support solution.
As the company moves forward with its rebranding to ‘Eternal Limited,’ its focus on innovation continues to redefine the food-tech and customer support industries.
