New Delhi: Zomato has introduced ‘Nugget,’ an artificial intelligence (AI)-powered customer support platform designed to automate and streamline business interactions. The company claims the platform can handle support requests without requiring coding expertise or a dedicated development team.
AI Integration in Customer Support
Zomato stated in a regulatory filing that Nugget currently manages over 15 million support interactions monthly across its platforms, including Zomato, Blinkit, and Hyperpure. The AI system, which operates without code, adapts in real time and can independently resolve up to 80% of queries.
The platform, developed under Zomato Labs, marks the company’s push toward in-house AI innovations. According to Nugget’s official website, the system features intelligent conversations, automated quality audits, image classification, agent co-pilot assistance, voice AI agents, and seamless integrations with existing workflows.
Zomato is offering Nugget for free for the remainder of the contract term to businesses currently tied to legacy customer support solutions.
Market Impact and Company Updates
Despite the product launch, Zomato’s stock saw a slight dip on Tuesday. As of 10:30 AM, shares were trading at Rs 217.10, down 0.66% from the day’s opening price of Rs 219.90. The company’s market capitalization stands at Rs 2.09 lakh crore, making it one of the leading players in India’s food-tech industry.
Meanwhile, Zomato’s board recently approved a proposal to rename the company as ‘Eternal Limited.’ The rebranding, announced on February 6, 2025, is pending approval from shareholders and regulatory bodies, including the Ministry of Corporate Affairs. If approved, the change will reflect in the company’s Memorandum of Association and Articles of Association.
