In a bold move that could reshape the customer support landscape, Zomato has unveiled ‘Nugget,’ its powerful in-house AI platform, now open for enterprises.

Originally designed as an internal tool, Nugget has been quietly revolutionizing the way Zomato, Blinkit, and Hyperpure handle over 15 million customer interactions every month.

With an astonishing ability to autonomously resolve up to 80% of queries, this AI-driven platform is set to redefine efficiency and customer satisfaction on a massive scale.

Announcing the launch, Zomato’s CEO, Deepinder Goyal, described Nugget as a highly customizable, no-code platform that allows businesses to scale customer support effortlessly, without requiring a dedicated development team.

Unlike rigid workflow-based automation, Nugget offers seamless, intelligent responses that mimic human interactions. From AI-powered conversational chatbots to advanced voice AI agents, the platform can handle complex customer inquiries with ease.

It even performs automated quality audits to ensure impeccable service standards, while its analytics engine extracts deep insights to drive business strategies.

The impact has been immediate and overwhelming 90% of companies that have tested Nugget have chosen to integrate it into their operations. This launch aligns with Zomato’s recent rebranding to ‘Eternal,’ a move that signifies its transformation into a tech-driven conglomerate far beyond food delivery.

With Nugget, Zomato is not just offering a product but pioneering a new era in AI-driven customer engagement, empowering businesses to scale and excel in ways never seen before.