In a game-changing move, Zomato, the renowned food delivery and restaurant discovery platform, has introduced Nugget – an AI-driven customer support solution poised to revolutionize how businesses handle their operations and support functions. CEO Deepinder Goyal took to X (formerly Twitter) to share the exciting news, revealing that Nugget has been a secret weapon in Zomato’s arsenal for over three years before its public debut.
A Proven Track Record
Nugget is no newcomer to the customer support arena. With an impressive track record of handling more than 15 million interactions per month across Zomato’s diverse portfolio – including food delivery, quick commerce (Blinkit), and B2B (Hyperpure) services – the platform has already proven its mettle.
Goyal emphasized Nugget’s user-friendly nature, stating, “Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed.” The no-code aspect of the platform democratizes access, enabling businesses to leverage its capabilities without the need for extensive technical expertise.
A Feature-Rich Powerhouse
Under the hood, Nugget packs a punch with an array of cutting-edge features designed to streamline and enhance customer support operations:
- Autonomous resolution: Nugget can independently resolve up to 80% of customer queries, freeing up valuable human resources.
- Continuous learning: The platform’s real-time learning and adaptation capabilities ensure that it continuously improves its performance.
- Image classification: Nugget accurately classifies images sent by customers during complaints, enabling swift and appropriate responses.
- Conversation quality audits: Automating quality audits for customer conversations ensures consistent and high-quality support.
- Voice AI agents: Nugget’s voice AI agents can handle real-time queries, providing a seamless and efficient customer experience.
- Analytical insights: The platform offers valuable insights to identify areas for process improvement, driving continuous optimization.
Zomato reports that Nugget’s implementation has yielded impressive results, slashing resolution times by 20% – a testament to its effectiveness in boosting customer support efficiency.
A Tempting Offer for Businesses
In a bold and confident move, Goyal extended an enticing offer to businesses grappling with legacy customer support providers. Those struggling with their current services can migrate to Nugget for free for the remainder of their term. This gesture underscores Zomato’s unwavering belief in Nugget’s capabilities and its commitment to helping businesses elevate their customer support game.
The First Gem from Zomato Labs
Nugget’s launch marks a significant milestone for Zomato Labs, the company’s in-house innovation incubator. As the first product to emerge from this initiative, Nugget sets the stage for a series of exciting offerings that Goyal hinted are in the pipeline. This development aligns with Zomato’s recent announcement of its official name change to Eternal Ltd., signaling the company’s expanding horizons and ambitious plans.
With businesses increasingly recognizing the transformative potential of AI and automation in customer support, Zomato’s Nugget platform emerges as a game-changer. Armed with a proven track record, a comprehensive feature set, and an accessibility-first approach, Nugget is poised to disrupt the customer support landscape and empower businesses to scale their operations with unparalleled efficiency.
As Zomato continues to push the boundaries of innovation, the launch of Nugget marks an exciting chapter in the company’s evolution. With more groundbreaking products on the horizon, Zomato is solidifying its position as a trailblazer in the tech industry, redefining the way businesses interact with and serve their customers.
