Zomato Launches Nugget: AI-Powered No-Code Customer Support Platform for Businesses

Introduction: The Rise of AI in Customer Support

Artificial intelligence (AI) is revolutionizing customer service, making it faster, more efficient, and cost-effective. Businesses worldwide are shifting towards AI-driven automation to handle customer queries and improve response times. Zomato, a global leader in food delivery and restaurant discovery, has now entered this space with Nugget, an AI-powered, no-code customer support platform designed to streamline customer interactions.

Developed over three years, Nugget is already handling over 15 million customer interactions monthly across Zomato’s network, including Blinkit and Hyperpure. With this move, Zomato is extending its reach beyond food delivery, positioning itself as a provider of AI-driven business solutions.

Table of Contents

• What is Zomato’s Nugget?
• The No-Code AI Approach
• Autonomous Query Resolution
• Key AI-Powered Features of Nugget
• How Nugget is Transforming Business Customer Support
• Zomato’s AI Expansion: Beyond Food Delivery
• Ensuring Ethical AI & Transparency
• Frequently Asked Questions (FAQs)
• Conclusion & Future of AI in Business Automation

What is Zomato’s Nugget?

Nugget is designed as a no-code automation platform, meaning businesses can integrate and customize it without requiring a software development team. This makes AI-driven customer support accessible to small and medium-sized businesses that may not have in-house tech expertise.

Companies using Nugget can quickly configure chatbots, automate workflows, and optimize customer interactions with minimal setup. The platform’s intuitive interface ensures seamless deployment, reducing the time and costs traditionally associated with AI integration.

The No-Code AI Approach

Nugget is built to be user-friendly, offering businesses the ability to integrate AI-driven support without any programming knowledge. This approach democratizes AI adoption, making it accessible to enterprises of all sizes.

Autonomous Query Resolution

One of Nugget’s standout capabilities is its highly autonomous problem-resolution system, which can automatically handle up to 80% of customer queries without human intervention. By leveraging AI-powered decision-making, the platform ensures:

•  Faster response times
•  Reduced customer service costs
•  Improved accuracy in query resolution

This level of automation allows businesses to free up human agents for more complex customer interactions, optimizing resource allocation while enhancing customer satisfaction.

Key AI-Powered Features of Nugget

Nugget is more than just an AI chatbot—it is a comprehensive AI-driven support system with advanced features designed to enhance customer service operations.

1. Real-Time Learning AI

Unlike static chatbots, Nugget’s AI continuously learns from interactions, allowing it to improve its accuracy and efficiency over time. The more it is used, the better it gets at understanding customer queries and resolving issues without escalation.

2. Voice AI Agents & Image Classification

Nugget incorporates AI-powered voice agents that handle customer calls, reducing wait times and offering a more human-like conversational experience. Additionally, its image classification feature allows businesses to verify product-related queries, such as damaged orders or incorrect deliveries, using AI-driven image recognition.

3. Automated Quality Audits & Analytics

The platform includes AI-powered analytics and automated quality audits, giving businesses deep insights into:

•  Customer interaction trends
•  Support team performance metrics
•  Service quality monitoring

These insights help companies optimize their customer service strategies, ensuring better decision-making based on real-time data.

How Nugget is Transforming Business Customer Support

Efficiency Gains & Cost Reduction

By automating up to 80% of queries, Nugget significantly reduces the need for large customer support teams. Businesses that implement AI-powered automation can cut customer service costs by up to 60% while maintaining high service standards.

Key benefits include:

•  Faster resolution of repetitive queries
•  Scalability during peak demand periods
•  Reduction in human error through AI-driven accuracy

Success in Zomato’s Ecosystem

Before launching Nugget for external businesses, Zomato implemented it across its own ecosystem, including Blinkit (quick commerce) and Hyperpure (B2B supply chain platform). The results were impressive:

•  Higher efficiency in handling customer complaints
•  Seamless coordination between automated and human support teams
•  Reduced operational costs for Zomato’s customer service division

This successful internal deployment has validated Nugget’s potential, encouraging its rollout to external businesses looking for scalable AI solutions.

Zomato’s AI Expansion: Beyond Food Delivery

Zomato Labs & AI-Driven Innovation

Nugget is the first major launch from Zomato Labs, an in-house innovation center focused on developing AI-driven business solutions. This marks a significant shift in Zomato’s strategy—expanding beyond food delivery into AI-powered B2B technology.

Zomato Labs aims to:

•  Develop AI tools for customer service automation
•  Enhance AI-powered logistics and supply chain management
•  Expand AI-driven restaurant analytics and data intelligence

By leveraging its expertise in high-volume, real-time operations, Zomato is positioning itself as a major player in the AI business solutions space.

The Eternal Ltd. Business Restructure

In a strategic move, Zomato rebranded itself as Eternal Ltd., bringing all its ventures—Blinkit, Hyperpure, and now Nugget—under one corporate umbrella.

This restructuring suggests Zomato’s long-term vision:

•  Expanding beyond food-tech into AI-driven business automation
•  Strengthening its position in enterprise AI solutions
•  Attracting global businesses looking for scalable customer service platforms

With this move, Eternal Ltd. is evolving into a diversified tech company, not just a food delivery giant.

Ensuring Ethical AI & Transparency

Zomato’s Stance on AI-Generated Content

Despite its push for AI-driven automation, Zomato remains committed to ethical AI usage.

In August 2024, the company implemented a strict policy prohibiting AI-generated images in restaurant menus to prevent misleading representations.

This move:

•  Ensures authenticity in food visuals
•  Protects consumer trust
•  Sets a precedent for responsible AI adoption in the industry

Balancing AI Efficiency with Human Oversight

While Nugget is designed to handle most customer queries autonomously, Zomato emphasizes AI-human collaboration:

•  Complex cases are seamlessly escalated to human agents
•  AI-driven analytics help businesses refine their service strategies

By combining AI efficiency with human oversight, Zomato ensures transparency, reliability, and ethical AI implementation.

Frequently Asked Questions (FAQs)

• What is Zomato’s Nugget, and how does it work?
  Nugget is an AI-powered, no-code customer support platform that automates customer interactions. It uses real-time learning AI to resolve queries efficiently, reducing dependency on human agents.
• How is Nugget different from traditional customer support tools?
  Unlike traditional manual support systems, Nugget:
  ✅ Automates 80%+ of customer queries
  ✅ Uses AI-powered voice agents & image recognition
  ✅ Provides real-time analytics & quality audits
• Can businesses without a tech team integrate Nugget?
  Yes! Nugget is a no-code AI platform, meaning any business can set it up easily without needing software developers.
• How does Zomato ensure ethical AI usage?
  Zomato follows strict AI transparency guidelines, including:
  ✔️ Prohibiting AI-generated food images in restaurant menus
  ✔️ Ensuring human oversight for complex customer queries
• How can businesses transition to Nugget?
  Zomato is offering a FREE transition plan—companies moving from other platforms can use Nugget for free until their existing contracts expire.

Conclusion & Future of AI in Business Automation

With the launch of Nugget, Zomato is setting a new standard in AI-driven customer support. The platform’s no-code accessibility, real-time learning AI, and automated query resolution make it a powerful tool for businesses.

Key Takeaways from Nugget’s Launch:

• AI-Powered Business Evolution – Zomato’s transition into AI-driven B2B solutions
• No-Code AI for Easy Adoption – Businesses can integrate AI without developers
• 80%+ Query Resolution Rate – Faster, more cost-effective customer support
• Strategic Global Expansion – 90% adoption rate among early users
• Ethical AI Commitment – Zomato bans AI-generated food images for transparency

As more businesses adopt AI-powered automation, Zomato’s investment in Nugget positions it as a leader in AI-driven customer support. With an aggressive global expansion strategy and a free transition offer, Nugget is poised to redefine how businesses handle customer service worldwide.

Key Takeaways Table

Related Terms:

• Zomato Nugget AI
• AI customer support platform
• No-code AI automation
• AI chatbot for businesses
• AI-powered voice assistants
• Zomato AI business solutions
• Automated customer service AI
• AI in customer support
• Business automation with AI
• AI-driven customer interaction