Zomato Opens Up In-House AI Platform ‘Nugget’ For Enterprises

Foodtech major Zomato has opened up its AI-native, no-code customer support platform ‘Nugget’ for enterprises across the world.

Zomato CEO Deepinder Goyal took to X to make the announcement. “Nugget helps businesses scale support effortlessly—highly customisable, low-cost, no dev team needed. No rigid workflows, just seamless automation,” Goyal said in a post on X.

According to Nugget’s website, the platform provides AI agents ranging from conversational AI chatbots to co-pilots, which help in handling complex queries and streamlining support. 

Nugget provides features like image classification, automation of audits, voice AI agents, analytics, among others. It claims to resolve 80% of the queries received, optimise compliance by 25% and reduce resolution time to 20%.

The CEO said that the platform was built as an internal tool for Zomato, soon to become Eternal, over a period of three years, and now supports over 15 Mn support interactions per month for Zomato, Blinkit and Hyperpure. He also claimed that 90% of companies which’ve seen Nugget have signed up for it.

This will be the second B2B offering of the company, after Hyperpure. In his post, Goyal said more such products are expected to come in from Zomato’s stable. 

“Nugget is the first product from Zomato Labs, our incubator for in-house innovations. More exciting launches coming soon,” he added.

This comes days after Zomato said it has received the approval of its board to change its name to ‘Eternal Limited‘ from ‘Zomato Limited’. 

In a shareholders’ letter dated February 6, Goyal said Zomato started using ‘Eternal’ internally after acquiring Blinkit to distinguish between its corporate identity and the food delivery app. 

The company will now seek shareholders’ approval for the name change.

Zomato’s plans to enter the burgeoning AI space come at a time when the segment is poised to see a rapid expansion. Given how AI has taken the world by storm, companies across sectors are looking to integrate the technology in their operations. 

According to Inc42’s annual investor survey “The Pulse Of Tech” for 2024, about 80% of surveyed startup founders said they were looking for external help to build their AI capabilities. 

To lure founders who have already signed a contract with a “legacy provider” for AI tech, Goyal said that Zomato will give access to Nugget for free for the remainder of their contract terms. 

Goyal’s announcement comes in the backdrop of him announcing a desire to work with business leaders utilising AI as their “second brain”. On February 4, the CEO invited such individuals to mail to him how they were leveraging AI in their operations.