Zomato Unveils ‘Nugget’ – Its First AI-Powered Customer Support Tool

In a strategic move, Zomato has launched Nugget, an AI-powered, no-code customer support tool designed to help businesses manage queries more efficiently. Built over three years by Zomato Labs, the company’s innovation team, Nugget aims to revolutionize how businesses handle customer interactions.

Zomato CEO Deepinder Goyal announced the launch on X (formerly Twitter), stating:

"Introducing Nugget—an AI-native, no-code customer support platform. Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation."

Key Features of Nugget

Nugget comes with advanced AI capabilities designed to improve customer support efficiency. It includes automated quality audits for better response accuracy, image classification to assist with visual queries, and voice AI agents capable of human-like conversations. Additionally, it can autonomously resolve up to 80% of customer queries in real time, reducing the need for manual intervention.

Currently, Nugget processes over 15 million interactions per month across Zomato’s key services, including Blinkit and Hyperpure. To make adoption easier, Zomato is offering Nugget for free to businesses that are tied to contracts with other customer support providers until their agreements expire.

This launch comes shortly after Zomato’s rebranding to Eternal Ltd., signaling the company’s broader vision. Founded in 2008, Eternal Ltd. now operates across food delivery (Zomato), quick commerce (Blinkit), and grocery supply (Hyperpure), solidifying its presence as a key player in India's evolving digital economy.