TL;DR: Zomato has launched 'Nugget,' an AI-driven, no-code customer support platform designed to help businesses automate and enhance their customer service operations without the need for a development team. Initially developed for internal use, Nugget now manages over 15 million interactions monthly across Zomato's platforms and is available globally for other enterprises. Key features include automated query resolution, AI-powered analytics, and seamless integration with existing tools. This move aligns with Zomato's broader strategy to innovate and support businesses worldwide.
Zomato, the popular food delivery service, has rolled out 'Nugget,' an AI-native, no-code customer support platform aimed at helping businesses scale their support operations effortlessly. This innovative tool allows companies to automate customer interactions without the need for a dedicated development team, making it a game-changer for enterprises looking to enhance their customer service.
Deepinder Goyal, Zomato's co-founder and CEO, announced the launch on social media platform X (formerly Twitter), stating, "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."
Developed internally over the past three years, Nugget currently manages over 15 million customer interactions per month for Zomato, Blinkit, and Hyperpure. The platform is designed to handle up to 80% of customer queries autonomously, continuously learning and adapting in real-time to improve its responses.
Key Features of Nugget:
Automated Query Resolution: Nugget can autonomously resolve a significant portion of customer queries, reducing the need for human intervention and allowing support teams to focus on more complex issues.
AI-Powered Analytics: The platform offers intelligent analytics to identify common issues, provide actionable insights, and enhance overall customer satisfaction.
Seamless Integration: Nugget integrates smoothly with existing tools like Freshdesk and Zoho, ensuring businesses can adopt the platform without overhauling their current systems.
Voice AI Agents: Businesses can deploy low-cost voice AI agents that interact with customers in a human-like manner, expanding support capabilities beyond text-based interactions.
Automated Quality Audits: The platform ensures complete oversight by automating quality checks across all customer interactions, maintaining high service standards.
To encourage adoption, Zomato is offering Nugget free of charge for businesses currently locked into contracts with legacy providers, allowing them to experience the platform's benefits without immediate financial commitments.
This launch marks the first product from Zomato Labs, the company's incubator for in-house innovations. It signifies a strategic shift towards providing business-to-business (B2B) solutions, expanding beyond Zomato's traditional consumer-facing services. Recently, Zomato's board approved a resolution to change the company's name to Eternal Ltd., reflecting its diversified business operations, including Zomato, Blinkit, Hyperpure, and now Nugget.
By opening Nugget to businesses worldwide, Zomato aims to empower enterprises to enhance their customer support functions through advanced AI technology, fostering improved customer experiences and operational efficiency.
