No-Code, AI-Powered, Cost-Effective: Zomato Launches AI Platform Nugget

Zomato, the Indian foodtech giant, has introduced Nugget, an AI-powered customer support platform designed to transform how businesses manage customer interactions. Announced by CEO Deepinder Goyal, Nugget offers seamless automation, requires no coding, and aims to provide significant cost savings, positioning itself as a game-changer in the conversational AI space.

What is Nugget?

Nugget is an AI-native, no-code platform developed over three years as an internal tool for Zomato’s operations. It currently manages 15 million monthly support interactions across Zomato’s food delivery, quick commerce (Blinkit), and B2B grocery verticals (Hyperpure). Key features include:

• Autonomous Query Resolution: Addresses 80% of customer queries without human intervention, reducing resolution times by 20%.

• Real-Time Learning: Continuously adapts to customer needs through ongoing interaction analysis.

• No-Code Customization: Enables businesses to deploy and customize workflows without technical expertise.

Key Features Driving Efficiency

Nugget’s capabilities extend beyond basic chatbots, offering tools such as:

• Conversational & Voice AI Agents: Provides multilingual, human-like interactions via chat or voice.

• AI-Powered Analytics: Identifies recurring issues, tracks trends, and offers actionable insights.

• Agent Co-Pilot: Delivers real-time suggestions, chat summaries, and contextual actions to enhance human agent efficiency by 20%.

• Image Classification: Automatically analyzes customer-submitted images (e.g., food quality complaints) to expedite issue resolution.

• Seamless Integrations: Integrates with platforms like WhatsApp, Zendesk, and Salesforce to streamline workflows.

Why Nugget Stands Out

• Cost-Effective: Zomato offers Nugget for free to businesses locked into contracts with legacy providers, presenting a low-risk alternative.

• Scalability: With 99.99% uptime and the capacity to handle high-volume interactions, Nugget caters to both startups and enterprises.

• Strategic Shift for Zomato: The launch of Nugget signifies Zomato’s transition from consumer-facing applications to B2B innovation under its new tech incubator, Zomato Labs.

Market Impact and Adoption

The Indian conversational AI market is projected to grow at a 24.58% CAGR, reaching $1.03 billion by 2029. Nugget’s launch aligns with this trend, with 90% of demo participants already signing up. Its success within Zomato’s ecosystem, combined with its affordability, positions it as a disruptor in industries such as e-commerce, logistics, and hospitality.

How to Access Nugget

Businesses can sign up at nugget.zomato.com. While pricing details remain undisclosed, CEO Deepinder Goyal emphasizes its low-cost model, targeting startups and enterprises aiming to reduce operational expenses.

The Bigger Picture

Nugget’s introduction coincides with Zomato’s broader rebranding to Eternal Ltd., reflecting its diversification beyond food delivery into quick commerce (Blinkit) and B2B solutions. As AI continues to reshape customer experiences globally, Zomato’s venture into this space underscores its ambition to evolve into a tech leader, extending beyond its role as a food aggregator.

Final Takeaway

Nugget exemplifies how AI can democratize customer support, providing businesses of all sizes with a powerful, adaptable, and accessible tool. For Zomato, this launch represents a strategic investment in the future of automation.

Interested in exploring Nugget? Visit nugget.zomato.com to learn more.