Zomato has introduced Nugget, an AI-powered customer service platform that aims to assist companies globally in growing their support departments. Zomato Labs, the company’s in-house innovation incubator, created the platform as its debut product. Further software-as-a-service (SaaS) product launches under Zomato Labs were also alluded to by the firm.
What is Nugget?
Zomato claims that Nugget, an AI-native, no-code customer service platform, is very cost-effective and extremely adaptable. Deepinder Goyal, co-founder and Group CEO of Zomato, claims that the platform lets companies automate customer service without the need for strict protocols or a specialized development team.
Presenting Nugget, a no-code, AI-native customer service platform. Nugget is very configurable, inexpensive, and requires no development crew, making it easy to scale support. On the social media site X (previously Twitter), Goyal said, “No strict workflows, just seamless automation.”
Nugget, which was developed internally over a three-year period, is currently handling over 15 million consumer contacts monthly across Hyperpure, Blinkit, and Zomato. By learning and adjusting in real-time, the AI tool can handle up to 80% of client inquiries on its own.
Goyal continued, emphasizing the tremendous initial interest, “We are now opening it up to businesses worldwide – 90 percent of companies who have seen Nugget have signed up.”
Essential Qualities and Advantages of Nugget
Zomato is providing companies with a range of AI-powered products through Nugget, including as AI agents, picture classification co-pilots, automatic quality checks, and integration features with Freshdesk and Zoho.
According to Nugget’s website, the platform promises a 20 percent reduction in resolution time, a 25 percent boost in agent compliance, and an 80 percent resolution rate for client issues. It is aimed to streamline support operations.
Goyal declared that Zomato will deliver Nugget to founders who are currently bound by agreements with legacy customer service providers at no cost in an effort to hasten adoption.
“Founders: are you bound by a legacy provider’s contract? In his post, Goyal said, “We’ll give you Nugget for free for the rest of your term.”
Zomato’s Transition to Fast Commerce
Less than two weeks have passed since Zomato changed its name to “Eternal,” which reflects the company’s decision to focus on its rapid commerce division, Blinkit, as its main engine of growth. This calculated action comes after the company’s primary food delivery business has slowed, a trend that Swiggy and other rivals have also seen.
In Q3FY25, Zomato’s profit after tax (PAT) fell by 57% year over year (YoY), from Rs 138 crore in the same quarter the year before to Rs 59 crore. Notwithstanding this, the company’s revenue increased significantly, jumping 64 percent year over year to Rs 5,404 crore in Q3FY25 from Rs 3,288 crore in Q3FY24.
