New Delhi: In a major strategic move, food and grocery delivery giant Zomato has launched an artificial intelligence (AI)–powered customer support tool called Nugget for businesses. Zomato Labs, the company’s innovation team built the product as an internal tool over three years.
Zomato’s chief executive officer (CEO) Deepinder Goyal announced the launch in a post on X. “Introducing Nugget—an AI-native, no-code customer support platform,” Goyal, 42, wrote. “Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation,” he added.
Introducing Nugget—an AI-native, no-code customer support platform.
Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation.
Resolves up to 80% of queries autonomously
— Deepinder Goyal (@deepigoyal) February 17, 2025
According to the company, Nugget offers a range of features such as automated quality audits, image classification, and voice AI agents that can engage in human-like conversations. According to Goyal, Nugget autonomously resolves up to 80% of queries, adapts in real-time, and operates without the need for coding.
The AI tool currently powers over 15 million (1.5 crore) interactions per month for Zomato, Blinkit and Hyperpure – all owned by Zomato. It is important to note that Zomato is offering Nugget free of cost to businesses currently in contract with other customer support providers until their agreements expire.
The launch of Nugget comes just days after Zomato officially changed its name to Eternal Ltd. Founded in 2008, the company operates three major brands—the food delivery platform Zomato, the quick commerce app Blinkit, and the grocery supply chain service Hyperpure.
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