Zomato launches AI-powered customer support platform, Nugget

Zomato launches AI-powered customer support platform Nugget

Food and grocery delivery major Zomato has launched an artificial intelligence (AI)-powered customer support platform for businesses across the globe, the company’s co-founder and Group CEO Deepinder Goyal said on February 17.

The AI tool is the first product from Zomato Labs, the company’s incubator for in-house innovations. Zomato may launch more software-as-a-service (SaaS) offerings via Zomato Labs in the future.

“Introducing Nugget – an AI-native, no-code customer support platform. Nugget helps scale support effortlessly – highly customizable, low-cost, no developer team needed. No rigid workflows, just seamless automation,” Goyal said in a post on social media platform X (formerly Twitter).

According to Goyal, Nugget – which was built by Zomato as an internal tool over three years – is powering over 15 million support interactions per month for Zomato, Blinkit, and Hyperpure. The tool is touted to be able to solve up to 80 percent of queries autonomously by learning and adapting in real time.

“We are now opening it up to businesses worldwide – 90 percent of companies who have seen Nugget have signed up,” Goyal added.

Through the service, Zomato is offering businesses AI agents and co-pilots to perform accurate image classification, automated quality audits, AI-powered analytics, and seamless integration via tools like Freshdesk and Zoho.

As per Nugget’s website, the service boasts 80 percent customer query resolution, a 25 percent increase in agent co-pilot compliance, and a 20 percent reduction in resolution time.

To accelerate initial adoption, Goyal promised to offer the service to founders free of charge.

"Founders: stuck in a contract with a legacy provider? We'll give you Nugget for free for the remainder of your term," Goyal said in his post on X.

The launch comes less than two weeks after Zomato changed its name to Eternal, as its quick commerce arm Blinkit has become the company's primary growth driver. In fact, the company's core food delivery business has also seen a slowdown, in line with what rivals like Swiggy have seen.

During Q3FY25, Zomato saw its consolidated profit after tax (PAT) drop 57 percent year-on-year (Y-o-Y) to Rs 59 crore, down from Rs 138 crore in the same period a year ago. It had reported a PAT of Rs 176 crore in Q2FY25. Its revenues however rose 64 percent Y-o-Y to Rs 5,404 crore in Q3FY25, up from Rs 3,288 crore a year ago and Rs 4,799 crore in the previous quarter.