Zomato, the popular food tech company, launches ‘Nugget,’ an AI-powered customer support platform designed to automate operations efficiently for businesses. Developed internally for over three years, Nugget now handles millions of customer support interactions for Zomato, Blinkit, and Hyperpure. The platform requires no coding skills and automates up to 80% of customer queries. Zomato is offering it globally with 90% of businesses testing Nugget opting to use it. With its easy customization and real time adaptability, Nugget is positioned to help enterprises scale their operations while reducing costs. Zomato has also extended a special offer for businesses stuck in long-term contracts with legacy providers.
Overview to Zomato and Nugget
Zomato, once known for revolutionizing food delivery in India, is now expanding its portfolio with innovative solutions. The company has recently launched Nugget, an AI-native, no-code customer support platform. With this move, Zomato aims to transform customer service by automating support tasks that traditionally required human intervention. By eliminating the need for coding expertise, Nugget empowers businesses to scale customer support operations seamlessly, enabling them to focus on core areas. The platform can resolve up to 80% of customer queries automatically, continuously learning and improving its responses in real-time. Nugget’s launch comes as part of Zomato’s broader transformation into Eternal Ltd., which reflects its diversification into sectors like quick commerce, business supply chains, and tech services. The company’s AI-powered tools aim to offer a more cost-effective and scalable customer support solution for businesses worldwide.
The Working Model of Nugget
Nugget operates as a highly customizable customer support platform powered by advanced artificial intelligence. Businesses can set it up with no coding skills required, offering a frictionless experience. Once integrated, Nugget takes over customer interactions across multiple platforms such as WhatsApp, Salesforce, and Zendesk. By automating up to 80% of customer queries, it helps businesses reduce human workload, cut costs, and improve efficiency. The platform adapts in real time, learning from customer interactions to enhance its response quality. Its powerful machine learning capabilities ensure that it can provide contextually appropriate answers, improving customer satisfaction and support performance. Moreover, Nugget is built to integrate seamlessly with existing business tools, enabling businesses to manage customer support without the need for dedicated IT teams or complex workflows.
Zomato’s Journey and Growth
Founded by Deepinder Goyal and Pankaj Chaddah in 2008, Zomato began as an online food discovery platform. Over the years, it expanded into food delivery, grocery, and restaurant management services. However, Zomato’s most recent transformation comes through Zomato Labs, the company’s in-house innovation incubator. This initiative has now led to the development of Nugget, which is expected to revolutionize how businesses engage with their customers. By continuously innovating, Zomato has ensured its presence in multiple sectors, including food delivery, cloud kitchens, and even supply chain services through Hyperpure. Zomato’s constant push for technological advancements, combined with its AI-driven solutions, demonstrates its ambition to stay ahead of market trends.
The Revenue Model and Impact on Businesses
Nugget’s revenue model is structured around a subscription-based service, making it accessible to businesses of all sizes. The platform is scalable, with pricing tiers that reflect the scale of customer interactions and required support. Zomato offers Nugget as a cost-effective alternative to traditional customer support tools. Moreover, it requires no dedicated IT resources, which can be a significant barrier for small and medium businesses. The impact on businesses is immense, particularly for those that experience high volumes of customer interactions. By automating customer queries and offering multilingual support, Nugget enables businesses to expand without increasing their support staff or infrastructure costs. In addition to saving on human resource costs, businesses also benefit from improved operational efficiency, reduced resolution times, and higher customer satisfaction. Companies that have tested Nugget have shown a significant reduction in response times, as well as improved compliance and issue resolution rates.
Zomato’s Innovation Strategy and Future Plans
Nugget is only the first product from Zomato Labs, with several other AI-driven business solutions expected to follow soon. Zomato has signaled that it intends to diversify even further, especially in the tech space. As part of its rebranding to Eternal Ltd., Zomato is shifting its focus to not only food and delivery services but also to becoming a key player in enterprise AI solutions. The company has already achieved a major milestone with the successful adoption of Nugget, with 90% of businesses that tested it opting for full integration. This success highlights a growing demand for scalable, no-code solutions that can reduce operational costs and improve customer service capabilities. Zomato has also promised further investments in AI and machine learning, which will play a pivotal role in shaping the future of its business offerings. Expect the company to announce additional products in the coming months.
The Benefits of Using Nugget for Enterprises
Nugget is poised to revolutionize customer support management by automating a large portion of customer interactions, allowing businesses to focus on growth and innovation instead of routine support tasks. The platform offers real-time learning, continuously improving to provide more accurate answers with each interaction. Its cost effective automation eliminates the need for a development team, significantly reducing support management costs. Nugget’s flexible architecture ensures customizability to meet the unique needs of businesses, while its multilingual support feature enables companies to cater to a global audience, offering efficient customer service across diverse regions.
Learning for Startups and Entrepreneurs
Zomato launches Nugget. An AI- driven approach that highlights key lessons for startups: invest in technology to drive operational efficiency, especially when scaling quickly; adapt to market needs, as Zomato’s shift from food delivery to AI services shows; and prioritize customer centric solutions, as seamless experiences lead to long term success. For entrepreneurs aiming to disrupt industries, focusing on innovation and automation, like developing AI-powered tools such as Nugget, can provide a competitive edge in the market.
Zomato Launches Nugget to Revolutionize Customer Support
Zomato launches Nugget as part of its continued evolution beyond food delivery, now helping enterprises manage their customer support. With its no-code AI platform, Nugget offers businesses an efficient, scalable way to automate customer support operations. Zomato’s entry into the AI solutions market with Nugget marks a strategic shift, positioning the company as an innovation leader. By focusing on automation, real-time learning, and seamless integrations, Zomato launches a game-changing solution for companies worldwide. As more businesses adopt Nugget, Zomato will likely continue to expand its influence in the global tech landscape. It’s clear that this is only the beginning of a new chapter for the company as it innovates beyond its food delivery roots.
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