'No coding required': Zomato's AI agent makes customer support easy
What's the story
Zomato has unveiled Nugget, an AI-powered support platform designed to help businesses enhance their customer service. This new platform requires "zero code," allowing companies to build and deploy AI-driven chatbots and support solutions without having any tech support. As per Zomato CEO Deepinder Goyal, Nugget can automate as much as 80% of customer queries and adapts in real-time.
Twitter Post
Take a look at Goyal's post
🚀 Introducing Nugget—an AI-native, no-code customer support platform.
— Deepinder Goyal (@deepigoyal) February 17, 2025
Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation.
✅ Resolves up to 80% of queries autonomously
✅ Learns &… pic.twitter.com/pnVrUEhmcd
Platform development
Nugget's evolution and global availability
Nugget was first built as an internal tool over three years. It now manages over 15 million customer support interactions every month across Zomato, Blinkit, and Hyperpure. After seeing success on these platforms, Zomato has chosen to offer Nugget to businesses around the world. The company claims 90% of the companies that have tried it have already signed up for its services.
Advanced features
Nugget's capabilities and special launch offer
Nugget can integrate data sources and SOPs to provide accurate responses. It can even create and deploy cost-effective voice AI agents that replicate human conversation and action. For businesses like Zomato or e-commerce platforms handling returns and order-related support, Nugget can classify images, analyze them for issues, and take necessary action. As part of its launch offer, Zomato is offering Nugget free of charge to businesses currently under contract with legacy providers for the remainder of their term.
Innovation incubator
Zomato Labs and company rebranding
Nugget is the first product to be launched by Zomato Labs, the company's in-house innovation incubator. The launch comes on the heels of Zomato's recent announcement of its decision to rebrand as Eternal Ltd., a significant shift in its corporate identity. The change was approved by the board of directors on February 6, 2025, and is currently awaiting shareholder and regulatory approvals.