Zomato has introduced its AI-native, no-code customer support platform, ‘Nugget,’ aimed at revolutionizing the way businesses scale their customer service operations.
The platform, which was initially developed as an internal tool for Zomato, is now being offered to enterprises worldwide.
Zomato CEO Deepinder Goyal made the announcement via X, highlighting Nugget’s ability to provide businesses with highly customizable and low-cost customer support solutions without the need for a dedicated development team.
“Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation,” Deepinder Goyal shared in his post.
AI Solutions for Businesses
Nugget provides a range of AI-driven tools, including conversational AI chatbots, co-pilots for handling complex queries, image classification, voice AI agents, and advanced analytics.
These tools aim to optimize customer support workflows and improve overall efficiency.
According to the platform’s website, Nugget can resolve up to 80% of customer queries, reduce resolution time by 20%, and enhance compliance by 25%.
The platform currently supports over 15 million customer interactions per month across Zomato’s brands, including Zomato, Blinkit, and Hyperpure.
Deepinder Goyal also mentioned that 90% of companies that have trialed Nugget have chosen to adopt the platform, underlining its potential to transform customer support processes.
A New Chapter for Zomato
The launch of Nugget marks Zomato’s second business-to-business (B2B) offering after Hyperpure, the company’s direct-to-restaurant supply platform.
As Zomato continues to expand its services beyond food delivery, Deepinder Goyal teased more product launches under Zomato Labs, the company’s innovation incubator.
In the post, Deepinder Goyal expressed, “Nugget is the first product from Zomato Labs, our incubator for in-house innovations. More exciting launches coming soon.”
This announcement follows Zomato’s recent move to rebrand itself as ‘Eternal Limited.’ The company’s board has already approved the name change, and the next step is securing shareholder approval.
The rebranding aligns with Zomato’s vision of expanding beyond food delivery and into a broader tech-driven ecosystem.
