Zomato has been on the frontlines when it comes to the adoption of technology and artificial intelligence into its business to enhance the overall user experience and increase the efficiency of operations. Now, the Chief Executive Officer of Zomato, Deepinder Goyal, has continued on this path by unveiling Nugget. Nugget is an artificial intelligence-powered customer support platform that expands Zomato’s portfolio into business-to-business software services.
Deepinder Goyal while announcing this wrote, “Nugget helps businesses scale support effortlessly – highly customizable, low-cost, no developer team needed. No rigid workflows, just seamless automation.”
🚀 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.
✅ Resolves up to 80% of queries autonomously
✅ Learns &… pic.twitter.com/pnVrUEhmcd
— Deepinder Goyal (@deepigoyal) February 17, 2025
What Is Zomato Nugget?
Zomato has officially launched its no-code customer support platform, Nugget, which is now accessible to businesses worldwide. This advanced AI-driven tool is designed to autonomously manage up to 80 per cent of customer queries, significantly reducing the need for human intervention in customer service operations.
Nugget comes equipped with advanced AI-driven features, including real-time learning and adaptation, automated quality checks, image recognition, and voice AI agents capable of conducting natural, human-like conversations. It seamlessly integrates with popular customer service platforms such as Freshdesk and Zoho, ensuring compatibility with existing workflows.
To promote adoption, Zomato is offering businesses currently locked into contracts with other customer support providers free access to Nugget until their agreements conclude. The company reports that an overwhelming 90% of businesses that have trialled the platform have already committed to using it long-term.
The development of Nugget was a meticulous three-year process conducted in-house, with the platform already demonstrating its capabilities by handling over 15 million customer interactions per month. It has been seamlessly integrated into Zomato’s ecosystem, assisting users across its various subsidiaries, including grocery delivery service Blinkit and B2B food supplier Hyperpure.
This milestone marks the debut of Zomato Labs, the company’s in-house research and innovation wing, which aims to pioneer cutting-edge solutions to streamline business operations. With its global availability, Nugget is positioned to revolutionize how businesses approach customer service, offering a scalable and efficient solution for automating support interactions.
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