HARYANA: Zomato CEO Deepinder Goyal has announced the launch of Nugget, an advanced artificial intelligence-based customer support platform, which marks the entry of the company in the business-to-business software services segment. This new no-code platform is built to handle up to 80% of customer queries autonomously, and it can be used by businesses all over the world.
Developed within three years, Nugget currently handles more than 15 million support interactions monthly across Zomato's various portfolio businesses, including Blinkit, a grocery delivery business, and Hyperpure, a B2B food supply company. This is the first product to be launched by Zomato Labs, the company's in-house innovation incubator.
In a recent tweet on X, Goyal highlighted Nugget's strengths, stating, "Nugget helps businesses scale support effortlessly – highly customizable, low-cost, no developer team needed. No rigid workflows, just seamless automation." The platform also has features of real-time learning, automated quality audits, image classification, and voice AI agents that can engage in human-conversational contexts. Additionally, Nugget can be easily integrated with existing customer support software such as Freshdesk and Zoho.
In order to promote adoption, Zomato is providing Nugget at no cost to companies already contracted with other customer support companies until their contracts expire. The company states that 90% of the companies that have used the platform have signed up, which shows great interest in this new offering.
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