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Zomato CEO Deepinder Goyal has unveiled Nugget, an artificial intelligence-powered customer support platform, expanding company’s portfolio into business-to-business software services. The no-code platform, which can autonomously handle up to 80% of customer queries, is now available to businesses worldwide.
Developed internally over three years, Nugget currently processes more than 15 million monthly support interactions across Zomato’s portfolio companies, including grocery delivery service Blinkit and B2B food supplier Hyperpure. The platform marks the first product launch from Zomato Labs, the company’s in-house innovation incubator.
“Nugget helps businesses scale support effortlessly – highly customizable, low-cost, no developer team needed. No rigid workflows, just seamless automation,” said Goyal in a post on X.
Nugget features real-time learning and adaptation capabilities, automated quality audits, image classification, and voice AI agents that can engage in human-like conversations. The platform can integrate with existing customer service tools like Freshdesk and Zoho.
To drive adoption, Zomato is offering Nugget free of charge to businesses currently under contract with other customer support providers until their existing terms expire. According to the company, 90% of businesses that have tested the platform have already signed up.
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