Zomato Launches AI Customer Support Platform Nugget And Opens Access Globally

Zomato, the food delivery giant, has unveiled Nugget, an AI-powered customer support platform that promises to automate up to 80% of customer queries. Founder Deepinder Goyal announced on Monday via social media platform X.

Developed initially as an internal tool, Nugget has been the backbone of customer support operations across Zomato's ecosystem for over three years, handling more than 15 million support interactions monthly for Zomato, Blinkit, and Hyperpure.

The AI-native platform is designed to be accessible to businesses of all sizes, requiring no coding expertise or dedicated development teams. According to Goyal, the platform has demonstrated impressive results, including a 20% improvement in agent efficiency. He also claimed that 90% of companies previewed Nugget had already signed up for the service.

Nugget marks the first product launch from Zomato Labs, the company's internal innovation incubator. This release follows several strategic moves by the company in recent months, including the launch of Zomato for Enterprise (ZFE) in August 2024, which caters to corporate clients with features like business account management and budget controls.

The company has been actively expanding its technical infrastructure, as evidenced by the September 2024 release of a new point-of-sale developer platform designed to streamline integration processes for POS partners.

In a significant corporate development last week, the company announced its rebranding to Eternal Ltd, following shareholder approval. The name change extends to its corporate website, transitioning from zomato.com to eternal.com. On the other hand, its stock market ticker will change from ZOMATO to ETERNAL.

Zomato has a broader strategy to diversify its technology offerings beyond its core food delivery business. With all these strategic changes, it is slowly but steadily positioning itself as a comprehensive technology solutions provider.