Zomato, a leading food and delivery platform, has launched Nugget, an innovative AI-powered customer support platform. This new tool is designed to help businesses optimize their operations by providing efficient customer support. The launch was announced by Deepinder Goyal, Zomato’s co-founder and CEO, on the social media platform X.
Deepinder Goyal announced the launch of Nugget, describing it as “Introducing Nugget – an AI-native, no-code customer support platform. Nugget helps scale support effortlessly – highly customizable, low-cost, no developer team needed. No rigid workflows, just seamless automation.”
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According to Goyal, Nugget is a groundbreaking customer support solution that leverages AI and no-code technology, allowing businesses to automate customer service without needing technical expertise. Notably, Nugget can autonomously handle up to 80% of customer queries, continuously learning and adapting in real-time.
After three years of internal development, Nugget has been successfully handling over 15 million customer interactions monthly for Zomato’s own brands, including Blinkit and Hyperpure. Building on this success, Zomato is now making Nugget available to businesses globally, with an impressive 90% of companies that have tested the platform choosing to onboard.
Nugget’s features include accurate image classification, which uses AI to categorize images sent by customers, enabling faster issue resolution. Automated quality audits provide complete oversight by automating quality checks across all customer interactions, ensuring quality standards are met.
Nugget also enables intelligent conversations by integrating data sources and SOPs to provide personalized and effective customer support. This effortless support simplifies customer interactions by providing accurate responses and actions.
Additionally, Nugget allows businesses to build and deploy affordable voice AI agents for automated customer support. Its AI-powered analytics analyze customer interactions to identify issues and provide valuable insights.
Overall, Nugget improves efficiency by reducing resolution time by 20% and increasing agent compliance by 25%, leading to more effective customer support.
To drive adoption, Deepinder Goyal, has introduced a special offer, allowing businesses currently locked into contracts with other providers to use Nugget at no cost for the remainder of their contract term.
Nugget is the inaugural product from Zomato Labs, the company’s in-house incubator dedicated to fostering innovative ideas and solutions.
Nugget represents a significant departure from Zomato’s typical customer-facing platforms, instead targeting businesses as a B2B solution. This shift in strategy suggests that the parent company is exploring new avenues for growth and expansion.
Zomato renames its parent entity to ‘Eternal’
As part of this broader strategy, Zomato Ltd. is set to undergo a name change to Eternal Ltd., pending an update to its stock ticker. Under the Eternal umbrella, all of Zomato’s existing offerings, including Zomato, Blinkit, Hyperpure, District, and now Nugget, will be overseen. According to Goyal, Nugget is now being made available to businesses worldwide.
The recent rebrand of Zomato’s parent entity drove widespread speculation on social media, with many users mistakenly assuming it marked a complete rebranding of the popular food delivery app. However, CEO Deepinder Goyal’s statement actually hinted at a broader business expansion. To clear up the confusion, Zomato subsequently clarified that the app’s name will remain unchanged, putting users’ minds at ease.
The rebranding announcement sparked a flurry of humorous reactions on social media, with one X user quipping: “Zomato became Eternal and customers became Avengers”
Another witty user chimed in, joking that Zomato’s rebranding to Eternal was a clever move, saying: “Refund will be pending eternally’ bolna tha” – implying that the company’s notorious refund delays would now be forever enshrined in its new name.
A third user drew a humorous parallel between Zomato’s rebranding and the frustrations of modern dating, joking that both her food deliveries and her situationship were “eternally arriving but never committed.”
Goyal took on to the social media platform X (formerly Twitter) to reveal that the name “Eternal” had already been in use internally since the time of Zomato’s acquisition of Blinkit, its rapid-commerce arm. By adopting Eternal as its official corporate name, the company is formally acknowledging the increasing importance of its non-food delivery businesses.
“Guys, Eternal is the parent company—the app will remain Zomato.” the company said through its official X handle
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