Zomato Unveils AI-Powered Customer Support Platform, Nugget, to Revolutionize Global Business Assistance
Zomato Unveils : Food and grocery delivery giant Zomato has made a significant leap into artificial intelligence with the launch of Nugget, an AI-powered customer support platform designed to cater to businesses worldwide. Announced by Deepinder Goyal, Zomato’s co-founder and Group CEO, on February 17, Nugget aims to streamline and enhance customer support experiences through intelligent automation.
This launch marks Zomato’s first major innovation under Zomato Labs, the company’s incubator dedicated to fostering in-house technological advancements. With this move, Zomato is expanding beyond food delivery, eyeing the lucrative Software-as-a-Service (SaaS) market, which could open new revenue streams for the company.
Nugget: The Future of AI-Driven Customer Support
Nugget is positioned as a no-code, AI-native platform that allows businesses to scale their customer support operations effortlessly. According to Deepinder Goyal, the platform eliminates the need for rigid workflows and extensive developer support, making automation accessible to businesses of all sizes.
Key Features of Nugget:
✅ AI-Powered Automation – Can resolve up to 80% of customer queries autonomously.
✅ No-Code Customization – Businesses can tailor workflows without technical expertise.
✅ AI Agents & Co-Pilots – Provides real-time support with automated quality audits and AI-powered analytics.
✅ Seamless Integrations – Works with popular customer service tools like Freshdesk and Zoho.
✅ Image Classification & Compliance Boost – Enhances support efficiency and accuracy with AI-backed solutions.
Proven Success: Zomato’s Internal Testing & Global Adoption
Zomato has been using Nugget internally for over three years, powering more than 15 million customer interactions per month across its brands, including Zomato, Blinkit, and Hyperpure. The company claims that businesses using Nugget have experienced:
📌 80% customer query resolution rate
📌 25% increase in agent compliance
📌 20% reduction in resolution time
Given its effectiveness, 90% of businesses that have seen Nugget in action have signed up to use the platform, demonstrating its strong market potential.
Free Offering to Founders & Competitive Edge
In an aggressive push to onboard more businesses, Goyal announced a founder-friendly offer:
“Founders: stuck in a contract with a legacy provider? We’ll give you Nugget for free for the remainder of your term.”
This strategic move could encourage businesses to switch from traditional customer support platforms, making Nugget a potential industry disruptor.
Zomato’s Business Shift & Financial Overview
The launch of Nugget comes at a time when Zomato is undergoing significant transformations. Earlier this month, Zomato rebranded itself as Eternal, signaling a shift in its business focus. Blinkit, its quick commerce arm, has become the company’s primary growth driver, while the core food delivery segment has seen a slowdown, mirroring industry trends.
Financial Performance: Q3FY25
| Financial Metric | Q3FY25 | Q3FY24 | Q2FY25 | YoY Growth |
|---|---|---|---|---|
| Revenue | ₹5,404 Cr | ₹3,288 Cr | ₹4,799 Cr | +64% |
| Profit After Tax (PAT) | ₹59 Cr | ₹138 Cr | ₹176 Cr | -57% |
Despite a 64% YoY revenue growth, Zomato reported a 57% decline in profit after tax, dropping from ₹138 crore in Q3FY24 to ₹59 crore in Q3FY25. This dip could be attributed to rising operational costs and investments in new ventures like Nugget.
Final Thoughts: A Strategic Leap for Zomato
The launch of Nugget reflects Zomato’s ambition to diversify beyond food and grocery delivery. By venturing into the AI-powered SaaS domain, Zomato is not only expanding its revenue streams but also positioning itself as an innovator in customer experience automation.
With businesses increasingly seeking cost-effective, AI-driven support solutions, Nugget has the potential to disrupt the global customer service industry. If successfully adopted at scale, it could become a significant contributor to Zomato’s future growth, helping the company offset slowdowns in its food delivery segment.
As Zomato continues to evolve under the Eternal brand, its AI-powered innovations like Nugget could pave the way for long-term sustainability and profitability.
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Disclaimer: This blog post is for informational purposes only and should not be considered financial advice. Investors should conduct thorough research and consult with a qualified financial advisor before making any investment decisions.