Deepinder Goyal, CEO and co-founder of Zomato, has announced the launch of the company’s first artificial intelligence (AI) product, Nugget. This tool is designed to enhance customer support for businesses globally, marking a significant milestone in Zomato’s expansion into the business-to-business (B2B) software services sector. Developed over three years by Zomato’s in-house innovation team, Zomato Labs, Nugget signifies the company’s entry into new technological areas beyond its core food and grocery delivery services.
Nugget is an AI-powered platform designed to handle up to 80% of customer service queries autonomously, thereby streamlining operations and reducing the workload for human agents. Deepinder Goyal and his team have positioned this product as a scalable, no-code solution that businesses of all sizes can adopt without the need for extensive technical expertise.
A Strategic Move into B2B Software Services
The launch of Nugget reflects Deepinder Goyal’s broader vision to diversify Zomato’s business model. While the company is primarily known for its food delivery platform, Nugget represents Zomato’s first significant move into B2B software services, expanding its portfolio to include AI-driven solutions for customer service.
Currently, Nugget processes over 15 million monthly customer interactions across Zomato’s portfolio, including its quick-commerce app Blinkit and the B2B food supply service, Hyperpure. These numbers highlight the platform’s scalability and potential to support large-scale operations across various industries.
As per the Nugget website, the AI platform offers a variety of features designed to help businesses scale their customer support operations efficiently. These include Accurate Image Classification, to allow businesses to automate the processing of visual data in customer queries, and Automated Quality Audits, which ensure customer interactions meet quality standards without manual oversight. Intelligent conversations powered by AI enable human-like interactions that enhance the overall customer experience. Then there is this other feature, The Agent Co-Pilot, that assists human agents with real-time support and suggestions. The platform also features Voice AI Agents for engaging customers in realistic dialogues and Fluid Integrations with existing support tools like Freshdesk and Zoho, making it easier for businesses to implement Nugget into their systems without disruption. These capabilities enable businesses to provide faster, more effective support while improving overall efficiency.
The launch of Nugget aligns with Zomato’s broader strategy under Deepinder Goyal’s leadership, which has seen the company evolve from a food delivery service to a tech-driven organization. The rebranding of Zomato to Eternal Ltd. reflects this shift in focus, as the company looks to expand its product offerings beyond the food and grocery space.
Free Access for Founders Under Existing Contracts?
In a move to encourage the adoption of its new tool, Deepinder Goyal announced that Zomato will offer Nugget free of charge to businesses that are currently bound by contracts with legacy customer support providers. This offer will remain in place until those agreements expire, allowing companies to transition to the more advanced AI-driven system at no additional cost.
With the introduction of Nugget, Deepinder Goyal is positioning Zomato as a major player in the B2B tech market, offering businesses the opportunity to modernize their customer support systems using advanced AI technology. The free offering is also a strategic decision aimed at accelerating the adoption of Nugget across the business community. By providing a risk-free opportunity for companies to try the AI platform, Zomato hopes to attract a wide range of businesses to its solution.