Deepinder Goyal’s Zomato Launches First AI Product ‘Nugget’ for Customer Support
Deepinder Goyal’s Zomato Launches First AI Product ‘Nugget’ for Customer Support
Blog Article
Deepinder Goyal, CEO and co-founder of Zomato, has revealed the launch of the company's first artificial intelligence (AI) product, Nugget. This new tool aims to enhance customer support for businesses globally, marking a key step in Zomato’s expansion into the business-to-business (B2B) software services market. Developed over three years by Zomato’s internal innovation team, Zomato Labs, Nugget represents the company’s venture into new technological fields beyond its core food and grocery delivery services.
Nugget is an AI-driven platform designed to autonomously manage up to 80% of customer service queries, helping streamline operations and ease the workload on human agents. The product is positioned as a scalable, no-code solution that businesses of any size can implement without needing extensive technical knowledge.
Zomato’s Strategic Shift to B2B Software Services
The launch of Nugget is part of Deepinder Goyal’s broader vision to diversify Zomato’s business model. While the company is best known for its food delivery platform, Nugget marks its first major foray into the B2B software sector, expanding its portfolio with AI-powered solutions for customer service.
Currently, Nugget handles over 15 million customer interactions each month across Zomato’s portfolio, including its quick-commerce app Blinkit and B2B food supply service Hyperpure. These figures underscore the platform’s scalability and its ability to support large operations across various industries.
According to the Nugget website, the AI platform offers multiple features to help businesses efficiently scale their customer support. These include Accurate Image Classification, which automates visual data processing in customer queries, and Automated Quality Audits to ensure interactions meet quality standards without manual supervision. The platform also features AI-driven intelligent conversations for more human-like interactions, as well as an Agent Co-Pilot that provides real-time assistance and suggestions to human agents. Additionally, it offers Voice AI Agents for realistic customer dialogues and Fluid Integrations with support tools like Freshdesk and Zoho, making it easy for businesses to integrate Nugget into their systems.
This launch aligns with Zomato’s evolving strategy under Goyal’s leadership, as the company transitions from a food delivery service to a technology-driven organization. The rebranding of Zomato to Eternal Ltd. reflects this shift, with the company expanding its product offerings beyond food and grocery delivery.
Free Access for Founders with Existing Contracts
To encourage businesses to adopt its new platform, Zomato is offering Nugget for free to companies currently under contract with legacy customer support providers, with the offer lasting until those contracts expire. This provides businesses with the opportunity to transition to the AI-powered system at no extra cost.
With Nugget, Deepinder Goyal aims to position Zomato as a prominent player in the B2B tech market, providing businesses with advanced AI tools to modernize their customer support operations. The free offering is a strategic move to boost adoption and attract a wide range of companies to try out the AI platform.
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