Zomato Launches Nugget, an AI-Powered Solution for Customer Support

• Zomato introduces Nugget, an AI-driven customer support platform, marking the company’s first B2B offering from Zomato Labs.
• The no-code platform promises effortless scalability and customizability and can autonomously resolve up to 80% of customer queries.

Zomato, the famous food and grocery delivery app from India, has launched an artificial intelligence (AI)-powered customer support platform called “Nugget” for businesses across the globe. It is a cost-effective solution and the first AI tool from Zomato Labs, which is the company’s incubator for in-house innovations. Here’s everything you need to know about. 

Nugget: Key Features and Capabilities 

Here are some of the important features and capabilities of Zomato’s first AI B2B offering: 

• No-Code Platform: Nugget is an AI-powered customer support platform that requires zero coding skills, which makes it accessible for smaller businesses who don’t have a dedicated tech team.
• Effortless Scalability: It is designed to help businesses scale their support effortlessly; Nugget allows organizations to manage large volumes of support queries without the need for additional resources or development teams.
• Customizability: The platform is highly customizable, allowing businesses to tailor it according to their unique support needs and workflows, and it enables seamless integration into existing systems. 
• Autonomous Query Resolution: According to the company Nugget, it can autonomously resolve up to 80% of customer queries, reducing the need for human intervention and improving response times.
• Real-Time Learning and Adaptation: It is not trained on a set of data, and it continuously learns and adapts in real time to improve its responses, ensuring it stays up to date with evolving customer queries and providing increasingly accurate solutions over time. 
• No Rigid Workflows: Unlike many traditional customer support platforms, Nugget does not have rigid workflows, offering flexibility and a smooth, automated support experience.

Deepinder Goyal revealed that 90% of companies that explored Nugget have signed up for the platform. To encourage businesses that are still using legacy providers, the company is offering Nugget free for the remainder of their current contracts.

This announcement follows closely after the Zomato board of directors approved a proposal to rebrand the company as ‘Eternal Limited.’ The decision was made during a board meeting on February 6, 2025.

It’s worth noting that Nugget is just the first product from the company’s incubator. Goyal also hinted that more exciting launches are in the pipeline, suggesting we can expect additional B2B SaaS solutions in the future.