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Developed initially as an internal tool over three years, Nugget now manages over 15 million customer support interactions monthly across Zomato, Blinkit, and Hyperpure. Following its success, Zomato is making the platform available to businesses globally, with 90% of companies that have tested it already signing up.
Nugget allows businesses to offer support by learning and adapting in real-time, integrating data sources and SOPs to generate accurate responses and actions. It also allows businesses to build and deploy low-cost voice AI agents that talk and take actions like humans.
Also Read: Valentine’s Day 2025: Searches rise for chocolate and gift-related items on Zomato
For certain online businesses like Zomato or even e-commerce platforms where returns and order-related support are involved, Nugget, its website suggests, can also categorise images, analyse them to detect issues and take action.”Handling complex queries, boosting efficiency, and streamlining support, so your business scales faster with precision,” the website of Nugget states.
As part of its launch offer, Zomato is providing Nugget for free to businesses stuck in contracts with legacy providers for the remainder of their term. Nugget marks the first product from Zomato Labs, the company’s in-house innovation incubator, with more product launches expected soon.
Last week, Zomato announced its decision to rebrand as Eternal Ltd, marking a significant shift in its identity. The company’s board of directors approved the change in a resolution dated February 6, 2025, subject to shareholder and regulatory approvals.
Also Read: ‘Lagta hai kumbh jaakar aaye hain’
Shares of Zomato Ltd ended at ₹218.55, up by ₹2.55, or 1.18% on the BSE.
First Published: Feb 17, 2025 4:41 PM IS
