Zomato Launches Nugget, An AI-powered Customer Support Solution for Businesses

Zomato introduces 'Nugget,' an AI-driven, no-code platform to enhance customer support efficiency for businesses.

Zomato has unveiled "Nugget," an AI-powered, no-code customer support platform. This innovative tool is designed to help businesses scale their support operations efficiently without the need for extensive development resources.

Developed over three years by Zomato Labs (the company's in-house innovation incubator) Nugget currently manages over 15 million monthly interactions across Zomato's platforms (Blinkit and Hyperpure, etc). The platform is capable of autonomously resolving up to 80% of customer queries. Plus, have the ability to continuously learn and adapt in real-time to improve its performance.

Zomato's co-founder and CEO, Deepinder Goyal, announced the launch on social media platform X (formerly Twitter), stating: 

Introducing Nugget—an AI-native, no-code customer support platform. Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation.

To encourage adoption, Zomato is offering Nugget free of charge for the remainder of existing contracts to businesses currently tied to legacy support providers. Goyal emphasized: 

Introducing Nugget—an AI-native, no-code customer support platform.

Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation.

Resolves up to 80% of queries autonomously
Learns &… pic.twitter.com/pnVrUEhmcd

— Deepinder Goyal (@deepigoyal) February 17, 2025

The India-grown AI platform includes features that can seemingly help in end-to-end customer service. Nugget comes with accurate image classification, automated quality audits, voice AI agents, and AI-powered analytics. Also, the platform seamlessly integrates with CRM tools like Freshdesk, Zoho, Salesforce, Slack, Zendesk, and WhatsApp. This will offer businesses a comprehensive solution for customer support.

Nugget: A Potential Reason for Zomato’s Name Change

Nugget’s launch gives a clear picture of why Zomato rebranded itself to Eternal. On February 6, 2025, the company's board approved a resolution to rename the parent company to Eternal Ltd. This change, pending shareholder and regulatory approval, is made to merge the company's four major businesses: 

• Food delivery platform ‘Zomato’
• Quick-commerce unit ‘Blinkit’
• Live events business ‘District’
• Kitchen supplies unit ‘Hyperpure’

And now, 

• AI-powered customer support platform ‘Nugget’