Zomato, the popular food delivery platform, is expanding its services beyond food delivery with the launch of "Nugget," an AI-powered customer support platform designed to help small businesses enhance their customer service operations. This new tool, developed in-house by Zomato, is set to revolutionize the way businesses handle customer queries by offering an intelligent, no-code solution that reduces the need for human intervention in customer support.
Originally created as an internal tool for Zomato, Nugget was refined and tested over the course of three years to handle customer interactions efficiently. Initially, the platform served Zomato’s core services, including food delivery, the quick commerce platform Blinkit, and the business-to-business service Hyperpure.
According to Zomato’s CEO and co-founder, Deepinder Goyal, Nugget has successfully managed over 15 million customer interactions per month within the company’s ecosystem. The tool’s success within Zomato’s operations has led to the decision to offer it to businesses globally.
Deepinder Goyal introduced Nugget publicly via a LinkedIn post, where he emphasized the platform's scalability and cost-effectiveness. He also revealed that 90% of businesses that have tested Nugget have opted to adopt it. The tool is now being made available to external businesses at no extra charge, marking a shift for Zomato as it ventures into the B2B sector.
Nugget is a no-code platform that allows businesses to integrate it seamlessly into their existing systems without requiring technical expertise. The platform aims to streamline customer support by reducing the need for manual interventions, with AI handling most customer queries independently. According to Zomato, the system can resolve up to 80% of customer inquiries autonomously. This not only reduces the workload on human agents but also ensures a faster response time for customers.
One of Nugget’s main strengths is its ability to continuously learn and adapt. Over time, the AI platform improves its accuracy in responding to queries, leading to better customer satisfaction and operational efficiency. The platform also automates quality audits and conversation handling, making the customer support process much more efficient.
The platform comes with several advanced features designed to optimize customer support operations:
Automated Image Classification: Nugget can automatically categorize and analyze images submitted by customers, helping businesses resolve issues faster and with greater accuracy.
AI-Powered Analytics: The platform includes tools that analyze support interactions, identify emerging trends, and provide businesses with insights into customer behavior and concerns. This allows businesses to act proactively and improve their customer service.
Voice AI Agents: Nugget also integrates AI-powered voice agents, which simulate human-like conversations. These agents can handle a wide range of customer requests and are designed to make the experience more interactive and engaging for customers.
Zomato claims that the implementation of Nugget has already led to impressive efficiency gains for its internal operations. Since the platform was first introduced, Zomato has reported a 20% reduction in resolution time and a 25% improvement in compliance rates among human agents. These improvements have made Nugget an attractive option for businesses looking to streamline their customer support while reducing costs.
By automating customer support processes, Nugget can help small businesses save on the costs associated with maintaining large customer support teams. For smaller companies that may struggle to hire and manage a full-scale support staff, Nugget offers an affordable and scalable solution.
Zomato’s launch of Nugget is expected to have a significant impact on small businesses worldwide. For businesses that have limited resources, Nugget offers a robust and cost-effective customer support solution. Its no-code interface allows even businesses with little technical expertise to set it up and start benefiting from its features right away.
As more businesses adopt AI-powered tools to enhance their customer service, Nugget is well-positioned to become a leading platform for businesses of all sizes, especially small businesses looking for scalable customer support solutions.
Looking forward, Nugget is just the beginning for Zomato. The company’s innovation hub, Zomato Labs, is expected to roll out more in-house products designed to address various challenges in the business landscape. Goyal’s LinkedIn post hints at more exciting launches coming soon, suggesting that Zomato plans to continue expanding its B2B offerings and exploring new ways to leverage AI for operational efficiency.
Conclusion: A New Era for Customer Support
With its AI-driven capabilities, Nugget is poised to reshape the customer service landscape for small businesses. Zomato’s decision to open Nugget up to external businesses comes at a time when companies are increasingly relying on AI to reduce costs and improve service quality. Nugget’s success within Zomato’s ecosystem and its ability to handle millions of interactions per month makes it a promising solution for businesses worldwide.