New Delhi. Zomato on Monday launched a new and advanced AI-powered customer support platform *Nugget* that will help businesses automate and manage customer interactions without coding. The announcement was made by Zomato founder and CEO Deepinder Goyal through a post on X (formerly Twitter). “There are more exciting launches coming soon,” he said.
What is Nugget?
Nugget is an AI-powered, autonomous customer support platform that can be used without the need for any coding or a development team. Goyal said the solution is designed to resolve 80 per cent of customer queries autonomously and reduces turnaround time by up to 20 per cent. The platform was developed as an internal tool for the past three years. Currently, Nugget handles over 15 million customer support interactions per month for Zomato, Blinkit and Hyperpure. Following its success in Zomato’s ecosystem, the platform is now open to businesses across the globe. Goyal said 90 per cent of companies that tested Nugget have signed up with it.
Zomato Labs’ first product
Nugget is Zomato Labs’ first innovation. Zomato Labs is an in-house incubator focused on technological advancement and innovation. This AI tool is designed to learn and adapt in real-time, making it useful in other industries beyond food tech as well.
Nugget’s core capabilities
- Seamless customer interactions: Smart and effective customer interactions using AI.
- Problem resolution speed: AI-powered image classification to resolve issues faster.
- Automated quality audits: Automated quality checks for improved efficiency.
- Voice AI agents and co-pilot features: AI tools to assist human agents.
- Fluid integration: Seamless integration with existing support systems.
Nugget a competitive option for legacy providers
Zomato is pitching Nugget as a cost-effective option for legacy customer support providers. To attract businesses, Zomato is offering the Nugget platform for free to founders who are still stuck in contracts with legacy providers. While the financial details of the platform have not been made public yet, Goyal said that Nugget is designed as a low-cost and scalable solution with 99.99 percent uptime. Businesses that want to use this platform can sign up via nugget.zomato.com. With the help of Nugget, Zomato aims to make its customer service solution smarter, more effective, and cost-effective, which can prove to be ideal for small to large businesses.
