In an era where businesses strive to enhance customer experience while optimising costs, Zomato has introduced an innovative solution—Nugget . This AI-powered customer support automation platform is designed to handle high volumes of queries with minimal human intervention, offering businesses a seamless way to improve customer service efficiency.

What is Nugget?

Launched in February 2025 by Zomato, Nugget is a no-code customer support automation platform that leverages artificial intelligence to streamline query resolutions. Initially developed for Zomato’s internal operations, the platform has proven its effectiveness by managing over 15 million support interactions across Zomato, Blinkit, and Hyperpure each month. With its success, Zomato has now made Nugget AI available for businesses worldwide.

Key Features of Nugget

1. AI-Powered Query Resolution

Nugget can autonomously resolve up to 80% of customer queries using advanced AI models, reducing response time and enhancing customer satisfaction.

2. No-Code Customization

One of its standout features is its no-code approach, allowing businesses to implement and customize the platform without needing a technical team. This makes it accessible for businesses of all sizes.

3. Real-Time Learning and Adaptation

Nugget AI continuously learns from interactions, adapting to customer behavior and improving response accuracy over time.

4. Seamless Integrations

It integrates effortlessly with platforms like WhatsApp, Zendesk, Salesforce, Slack, and Freshdesk, ensuring a smooth workflow within existing business processes.

5. Data-Driven Insights

The platform provides AI-driven analytics that help businesses identify trends, track customer concerns, and optimize support strategies.

Why Nugget AI is a Game-Changer

According to Deepinder Goyal, CEO of Zomato, 90% of companies that tested Nugget AI opted for its implementation. The platform is a testament to how AI can streamline operations, reduce costs, and improve user experience. By automating a significant portion of customer support, businesses can focus their human resources on handling complex and high-value queries.

Insights from Kajal Jha, Marketing Expert & Entrepreneur

Speaking on the rise of AI-driven business tools, Kajal Jha, a renowned marketing expert and entrepreneur, highlights the importance of automation in enhancing customer interactions.

"Businesses today need solutions that are not only efficient but also adaptable to evolving customer demands. Nugget AI is a prime example of how AI can bridge the gap between automation and personalised customer support, allowing brands to deliver quick and accurate responses while maintaining a human touch."

She also emphasises that AI is not about replacing human jobs but optimising workflows—freeing up human resources to focus on strategy, engagement, and relationship-building rather than repetitive tasks.

Why Businesses Should Adopt Nugget

  • Scalability – Manage growing customer inquiries efficiently.
  • Cost Efficiency – Reduce operational costs by automating routine queries.
  • Improved Response Time – Enhance customer satisfaction with instant AI-driven responses.
  • Actionable Insights – Use AI-powered analytics to refine business strategies.

How to Get Started with Nugget

  1. Sign Up – Register on the Nugget platform.
  2. Customize – Tailor the platform to your business needs without coding.
  3. Integrate – Connect with tools like WhatsApp and Zendesk for seamless workflow.
  4. Optimize – Use analytics to improve customer service strategies continuously.

Final Thoughts

With the launch of Nugget , Zomato is stepping beyond food delivery into the realm of AI-driven business solutions. As AI continues to reshape industries, tools like Nugget offer businesses a competitive edge by enhancing customer support efficiency. With the endorsement of industry leaders like Deepinder Goyal and insights from marketing experts like Kajal Jha, it’s evident that AI-powered customer service is the future.

For businesses looking to scale operations without compromising on customer experience, Nugget presents a powerful, intuitive, and cost-effective solution.

FAQs About Zomato’s AI-Powered Customer Support Platform, Nugget

1. What is Nugget?

Nugget is Zomato’s AI-driven, no-code customer support platform designed to help businesses automate their customer interactions and enhance response efficiency.

2. How does Nugget improve customer support?

Nugget can resolve up to 80% of customer queries through AI automation, reducing dependency on human agents. It continuously learns from past interactions, refining its responses over time.

3. Can businesses customize Nugget?

Yes, businesses can tailor Nugget to their specific support needs without requiring coding knowledge. This allows for personalized responses and seamless integration into various workflows.

4. What platforms does Nugget integrate with?

Nugget is compatible with multiple business tools, including WhatsApp, Slack, Salesforce, Freshdesk, and Zendesk, enabling smooth adoption across different customer support systems.

5. Does Nugget offer analytics and insights?

Yes, Nugget provides detailed analytics, helping businesses track customer interactions, identify recurring concerns, and optimize their support strategies.

6. Who is currently using Nugget?

Initially developed for internal use, Nugget now handles over 15 million monthly customer interactions across Zomato, Blinkit, and Hyperpure. Zomato has now made it available for businesses worldwide.

7. How can businesses start using Nugget?

Businesses can visit the Nugget website to explore its features, request a demo, and integrate the platform into their customer support operations.

8. Is there a promotional offer for Nugget?

Yes, Zomato is offering Nugget for free to businesses currently bound by contracts with other customer support providers, allowing them to transition without additional costs.