Deepinder Goyal Unveils Nugget, A New Customer Support Platform for Businesses

-This platform is crafted to autonomously handle a large volume of customer queries, for businesses to streamline their support operations.

-Nugget now manages over 15 million monthly support interactions across Zomato's portfolio.

-Zomato is offering Nugget free of charge to businesses under contract with other customer support providers until their agreements end.

Zomato has launched Nugget, an AI-powered customer support platform designed to improve business efficiency and scalability.

This platform is crafted to autonomously handle a large volume of customer queries, enabling businesses to streamline their support operations.

Created in-house over three years, Nugget now manages over 15 million monthly support interactions across Zomato's portfolio, including Blinkit (grocery delivery service) and Hyperpure (B2B food supplier). This launch also marks the first product from Zomato Labs, the company's internal innovation incubator.

"Nugget helps businesses scale support effortlessly – highly customizable, low-cost, no developer team needed. No rigid workflows, just seamless automation," said Goyal in a post on X.

Nugget offers real-time learning and adaptation, automated quality audits, image classification, and voice AI agents capable of engaging in human-like conversations. The platform also integrates seamlessly with existing customer service tools such as Freshdesk and Zoho.

To drive adoption, Zomato is offering Nugget free of charge to businesses under contract with other customer support providers until their agreements end. The company reports that 90% of businesses that tested the platform have already signed up.

In early February 2025, Zomato announced a rebranding to 'Eternal,' reflecting its broader business scope beyond food delivery. This rebranding encompasses Zomato's four main businesses: the food delivery segment Zomato, quick-commerce unit Blinkit, live events business District, and kitchen supplies unit Hyperpure. Founder Deepinder Goyal explained that the public renaming reflects the significance of Blinkit’s growth in shaping the company's future.

In early February 2025, Zomato announced a rebranding to 'Eternal,' reflecting its broader business scope beyond food delivery. This rebranding encompasses Zomato's four main businesses: the food delivery segment Zomato, quick-commerce unit Blinkit, live events business District, and kitchen supplies unit Hyperpure. Founder Deepinder Goyal explained that the public renaming reflects the significance of Blinkit’s growth in shaping the company's future.