Zomato launches Nugget, an AI-powered customer support platform for businesses

Deepinder Goyal-led food delivery giant Zomato has introduced Nugget, an AI-driven, no-code customer support platform designed to help businesses automate customer service without the need for complex technical expertise. 

The announcement was made by Deepinder Goyal, co-founder and Group CEO of Zomato, who revealed that Nugget has been in development for three years and is already handling more than 15 million support interactions every month across Zomato, Blinkit and Hyperpure.

🚀 Introducing Nugget—an AI-native, no-code customer support platform.

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

— Deepinder Goyal (@deepigoyal) February 17, 2025

A new approach to customer service

According to Goyal, Nugget’s main selling point is its ability to resolve up to 80% of customer queries autonomously. The platform learns and adapts in real-time, which the company says makes it especially effective for large-scale operations. 

It also allows businesses to customize workflows according to their specific needs and can integrate with popular helpdesk systems like Freshdesk and Zoho. Through its website, Nugget claims to reduce resolution time by 20% and increase agent co-pilot compliance by 25%.

Zomato developed Nugget initially as an internal tool to manage its growing customer base. With high-volume queries coming from both the company’s food delivery service and its quick commerce arm, the AI solution was built to handle a range of requests, from simple order status inquiries to complex issues requiring advanced image classification and automated quality checks. Goyal said 90% of companies that have tested Nugget have decided to sign up.

Free for early adopters

To encourage businesses to switch to Nugget, Zomato is offering the platform free of charge for the duration of any existing contracts they may have with other service providers.

Goyal made this announcement on Elon Musk-owned X (formerly Twitter), saying that the company wants to make it easy for organizations to adopt AI-driven support without incurring additional costs.

Zomato’s corporate shift

Nugget is the first product from Zomato Labs, the company’s in-house incubator for new products. The move reflects a broader change at Zomato, which recently got the board's approval to rebrand its parent company as Eternal.

Alongside Zomato’s main food delivery arm and Blinkit’s quick commerce service, the parent entity also oversees Hyperpure, District and now Nugget.

Financial performance

Zomato’s decision to expand into software-as-a-service comes during a mixed financial period. The company reported a 57% year-on-year drop in consolidated profit after tax to Rs 59 crore for the quarter ended December (Q3FY25), down from Rs 138 crore a year earlier.

It had posted a profit after tax of Rs 176 crore in the previous quarter (Q2FY25). Revenue, however, rose by 64% year-on-year to reach Rs 5,404 crore in Q3FY25, up from Rs 3,288 crore a year ago and Rs 4,799 crore in the preceding quarter.