Zomato, the well-known food delivery giant, has officially introduced Nugget, an AI-driven, no-code customer support platform aimed at helping businesses scale their customer service operations with ease. The announcement was made by Deepinder Goyal, Zomato's co-founder and CEO, who highlighted its highly customisable, cost-effective, and developer-free approach to support automation.

Zomato's Nugget: What is it?

Nugget is designed to automate up to 80 per cent of customer queries, continuously learning and adapting in real-time. Unlike traditional customer support systems, it requires no coding expertise, eliminating the need for a dedicated developer team. This makes it an ideal solution for businesses looking for efficient, seamless, and scalable customer service operations.

Nugget: From Internal Success to Global Expansion

Initially developed as an internal tool over the past three years, Nugget has successfully handled over 15 million customer support interactions every month across Zomato, Blinkit, and Hyperpure. Given its remarkable success, Zomato has decided to extend Nugget’s capabilities to businesses globally. Notably, 90 per cent of companies that tested the platform have already signed up, proving its efficiency and reliability.

How Does Nugget Work?

The platform integrates with businesses' existing data sources and Standard Operating Procedures (SOPs) to generate accurate responses and take necessary actions. Furthermore, Nugget allows businesses to deploy low-cost AI voice agents that can communicate and act like humans, enhancing the overall customer experience. For businesses in industries like e-commerce and food delivery, where order-related support and returns management play a crucial role, Nugget offers image categorisation and analysis to detect and resolve issues efficiently.

Boosting Efficiency 

According to Nugget’s official website, the platform is built to handle complex customer queries, enhance efficiency, and streamline support systems, ensuring that businesses scale faster and with greater accuracy. As part of its launch initiative, Zomato is offering free access to Nugget for businesses that are currently tied to contracts with legacy customer support providers. This limited-time offer allows businesses to transition seamlessly without additional costs.

Nugget: The First Innovation from Zomato Labs

Nugget is the first product from Zomato Labs, the company’s in-house innovation incubator. With this launch, Zomato signals its intent to expand its AI-driven solutions, with more innovative products expected in the near future.