Zomato Introduces Nugget: AI-Powered Customer Service Tool

Last Updated on February 17, 2025 by SPN Editor

Zomato, the popular food delivery and restaurant discovery platform, has made headlines with the launch of its groundbreaking AI-powered customer service tool, Nugget. This innovative tool, developed over a span of three years, was initially designed to streamline Zomato’s own operations. Now, having proven its effectiveness with over 15 million monthly interactions on Zomato’s platforms, Nugget is ready to be introduced to the global market.

Nugget stands out in the realm of customer service automation. More than a standard chatbot, it leverages sophisticated machine learning algorithms to comprehend and respond to customer inquiries with exceptional accuracy. The AI is capable of analyzing past interactions, which allows it to continually improve and provide increasingly personalized responses over time. This ensures businesses can deliver top-tier customer service, reducing response times and significantly enhancing customer satisfaction.

Deepinder Goyal, Zomato’s founder and CEO, expressed his excitement over this new chapter for the company. “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 shared on social media. He highlighted that Nugget, which initially served Zomato’s internal needs, now powers over 15 million support interactions per month across Zomato, Blinkit, and Hyperpure. He added, “We’re now opening it up to businesses worldwide—90% of companies who’ve seen Nugget have signed up.”

This launch also marks the first product to come out of Zomato Labs, the company’s incubator for in-house innovations. Zomato Labs aims to cultivate creativity and technological advancements within the company, enabling the development of pioneering solutions like Nugget. This initiative underscores the company’s dedication to leveraging technology to enhance user experiences.

The global business community has shown overwhelming enthusiasm for Nugget. The tool’s high adoption rate among companies signifies its potential to revolutionize customer service across various industries. By providing a scalable, efficient, and intelligent customer support solution, Nugget sets a new standard in the industry.

The introduction of Nugget to the global market is not just a testament to its technological innovation but also a bold statement about the future of customer service. As businesses worldwide embrace this cutting-edge tool, Zomato’s innovative approach serves as a reminder of the transformative power of AI. The company’s ability to harness this technology and create a tool that significantly enhances customer interactions speaks volumes about its forward-thinking mindset and commitment to excellence.