Zomato Unveils Nugget: AI-Powered Customer Support Platform for Businesses

Zomato, one of India’s leading food delivery and restaurant aggregation platforms, has taken a significant leap in AI-driven customer service by launching Nugget, an AI-powered customer support platform for businesses. CEO Deepinder Goyal announced the rollout on X (formerly Twitter), revealing that Nugget had been rigorously tested internally for over three years before its public release. This move marks a major milestone in AI-driven customer service, promising efficiency, scalability, and cost-effectiveness for businesses across industries.

What is Nugget?

Nugget is an AI-powered customer support platform designed to streamline interactions between businesses and customers. By leveraging artificial intelligence, machine learning, and natural language processing (NLP), Nugget aims to automate, enhance, and optimize customer support services with minimal human intervention.

According to Zomato, the AI tool was initially developed and used internally to manage customer queries, complaints, and operational challenges within its platform. Its success in handling millions of customer interactions efficiently prompted Zomato to make the platform available for businesses beyond the food delivery sector.

Key Features of Nugget

Nugget comes equipped with several advanced AI capabilities that make customer support faster, smarter, and more reliable:

1. AI-Powered Query Resolution

Nugget’s advanced AI models can understand, categorize, and resolve customer queries in real-time. The system can handle everything from order tracking, refunds, and complaints to general inquiries, reducing the need for human agents in routine cases.

2. Multi-Channel Support

The platform is designed to seamlessly integrate with multiple communication channels, including:

• Website chatbots
• Mobile applications
• Social media platforms (WhatsApp, X, Facebook, Instagram, etc.)
• Email and phone support systems

3. Self-Learning Capabilities

Nugget employs machine learning algorithms that continuously learn and adapt from customer interactions, improving response accuracy and efficiency over time.

4. Human-Agent Collaboration

While AI handles routine tasks, Nugget allows smooth handoffs to human agents when complex queries require personalized attention, ensuring better customer satisfaction.

5. Scalability for Businesses

Businesses of all sizes can integrate Nugget to automate their customer support without investing heavily in human resources. This is especially beneficial for startups, e-commerce platforms, and service-oriented industries looking to scale customer service without exponential cost increases.

Why Nugget is a Game-Changer

With the rise of AI-driven automation, customer expectations for instant responses and seamless issue resolution are at an all-time high. Nugget addresses these needs by offering a fast, reliable, and cost-effective solution for businesses to improve their customer experience.

Some key advantages of Nugget include: ✅ Reduced operational costs by automating up to 80% of customer interactions ✅ 24/7 availability for uninterrupted customer support ✅ Enhanced accuracy in query resolution due to AI learning models ✅ Scalability across industries, including food delivery, e-commerce, fintech, and logistics

Zomato’s AI Vision

The launch of Nugget aligns with Zomato’s broader AI-driven strategy. Over the years, the company has invested in automation, data analytics, and artificial intelligence to improve customer satisfaction, operational efficiency, and service delivery.

Zomato’s foray into AI customer support also reflects a growing trend where businesses leverage AI to drive automation in non-core operations, freeing up resources for innovation and expansion. By commercializing its in-house AI tool, Zomato is not only enhancing its own ecosystem but also creating a new revenue stream by offering Nugget as a B2B service.

Final Thoughts

The launch of Nugget represents a significant shift in how businesses can manage customer support. With AI becoming increasingly sophisticated, companies adopting AI-powered solutions like Nugget will have a competitive edge in delivering faster, smarter, and more efficient customer service.

As AI continues to evolve, platforms like Nugget could redefine the future of customer support automation, making human intervention the exception rather than the norm.

Would you integrate an AI-powered customer support system like Nugget for your business? Let us know your thoughts in the comments!

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