Zomato Introduces Nugget, An AI-Powered Customer Service Platform

Nitin Konde, Varun Bhardwaj

17 Feb 2025 — 2 min read

Zomato Launches Nugget, Its AI-Powered Customer Service Platform

On February 17, the foodtech juggernaut Zomato introduced Nugget, an AI-powered customer service tool. Deepinder Goyal, the founder, shared the news on the social media site X. "With its high degree of customisation, low cost, and lack of a development team, Nugget helps businesses scale support with ease." "Smooth automation, no strict workflows," the post stated.

Developed as an internal tool more than three years ago, the AI-native no-code customer care platform presently facilitates over 15 million support interactions per month for Hyperpure, Blinkit, and Zomato, according to the business. According to Goyals, the tool exhibits a 20% increase in agent efficiency and can answer up to 80% of queries on its own. According to Goyal, 90% of corporations that have seen Nugget have signed up, and the startup is offering it out to enterprises globally.

Eagerness of Goyal with AI

Executives that see AI as an extension of their own brain are the ones that Zomato's Deepinder Goyal is targeting for collaboration. Zomato CEO and co-founder Deepinder Goyal stated in a post on X that he is interested in working with product and business leaders who have already begun utilising AI as their second brain. It's not the first time Goyal has requested applications on X. He posted a vacancy for the position of chief of staff in November of last year, and more than 10,000 people applied. In addition to a provision (since removed) requiring a donation of INR 20 lakh to the company's Feeding India effort, the position came with no compensation for the first year. Zomato's AI policy is different from that of its counterpart Swiggy, which outlawed the use of AI-generated graphics in restaurant menus and promotional materials last year.

What Swiggy is Offering?

Neural search technology was introduced by Swiggy in November 2023, enabling customers to place orders using conversational searches. Accessibility for a wide range of Indian demographics is promised by this invention and promises for voice-based searches in regional languages. By examining traffic patterns and driver availability, AI also improves delivery logistics, cutting down on delivery times and expenses. Swiggy's incorporation of chatbots driven by GPT-4 further optimises customer service and raises customer satisfaction levels.

For India's food business, artificial intelligence is no longer a sci-fi idea; rather, it is a revolutionary force that is boosting productivity, sustainability, and consumer happiness. India is on the verge of a food revolution that will shape the future of the sector both domestically and internationally as AI usage spreads throughout agriculture, production, retail, and delivery. India can tackle issues like food security, waste, and supply chain inefficiencies by adopting AI technologies. AI positions India as a global leader in AI-driven food innovation by improving operational efficiencies and promoting the sustainability and inclusivity of the food ecosystem.