Zomato Launches AI-Powered Customer Support Platform “Nugget” 

Taking a giant step towards innovation, Zomato has launched an advanced AI-powered customer support platform, “Nugget,” aimed at revolutionizing the way business is conducted with customers. The platform provides efficient operations by automating customer support services, delivering quicker and smoother responses, while reducing operational expenses. 

Built by Zomato’s in-house team over three years, Nugget is already supporting more than 15 million customer interactions a month, serving Zomato’s food delivery businesses, Blinkit, and Hyperpure. The firm uncovers that Nugget’s robust automation capabilities enable companies to personalize customer support solutions without needing large technical resources or specialized development teams. 

Nugget’s capabilities have been illustrated through its ability to succeed in Zomato’s own ecosystem. The application utilizes artificial intelligence and machine learning to parse customer questions, answer instantly, and integrate seamlessly across all facets of customer care. This enables faster resolution of problems, dramatically enhancing user experience. Additionally, with the capacity for repetitive tasks, customer support representatives can handle more intricate queries, thus improving productivity as a whole. 

What sets Nugget apart is its simplicity of use and scalability. With the first product rollout under Zomato Labs, the innovation arm of the company, Nugget has gained accolades for its affordability as a solution for both small and big businesses. Moreover, more than 90% of companies who tested the platform have decided to roll it out completely. 

The platform is now accessible worldwide, and its successful launch marks a new era of customer service in the technology sector. With more companies seeking to streamline their operations and address the ever-increasing needs of customer service, Nugget’s AI-powered features are poised to revolutionize the future of customer interaction management. 

 
Zomato’s launch of Nugget demonstrates the pace at which utilization of AI for enhancing user experience and customer service is picking up across industries. With advances in automation, not only does the company improve its own service lines but also sets the stage for other companies to leverage associated technologies in an evolving digital economy. 
With the introduction of Nugget, Zomato once again positions itself as a technology pioneer, using a smarter, more efficient customer support solution. 

 The launch of Nugget also highlights Zomato’s focus on driving operational excellence in its businesses. With the growing expectations from consumers, firms are increasingly relying on AI-based solutions to deliver quicker and more personalized service. Zomato’s initial move to build its own AI-powered platform shows how much the company values the technological role to be played in determining customer experiences. 

 One of the key aspects of Nugget is that it can handle a high volume of customer queries, ranging from basic to more complex ones, with high accuracy. With pattern analysis of customer information and previous interactions, Nugget’s machine learning capability enables it to predict and answer common questions independently. This reduces waiting time and provides customers with instant solutions, enhancing satisfaction. For businesses, the system allows them to reduce human intervention in low-complexity situations so that human agents can handle more complicated or high-priority cases. 

Aside from this, Nugget’s platform is also flexible and can accommodate out-of-the-box integration with various channels of communication like chatbots, email, and even voice. All this is made possible by making the platform flexible enough to fit in the exact needs of a company’s operations while simultaneously providing customers with consistency across touchpoints. 
Zomato’s focus on scalability leads to Nugget not having to be reserved for large enterprises. Its affordability ensures that small and medium businesses are able to make the investment in customer service optimization without paying extortionate prices. Ease of implementation and minimal IT demands lead to Nugget being also accessible to organizations with little technical expertise on hand but that still wish to realize the benefits of next-generation customer service technology. 

 The site also provides useful information through its analytics feature, which gives businesses an accurate picture of customer trends and habits. The information enables businesses to constantly refine their support, making informed decisions that can further enhance their offerings and loyalty. 

 Going forward, data science course providers plan to enhance their offerings with advanced features. As these courses continue to evolve, upcoming updates may include multi-language support, AI-powered interactive learning, and seamless integration with industry tools. This would make them even more appealing to aspiring data scientists seeking comprehensive, career-focused training. 

 In short, Nugget puts Zomato at the cutting edge of AI-driven customer support technology. By giving businesses an effortless-to-implement, scalable platform, Zomato is not just transforming its own business but also setting the industry benchmark for smarter, more effective customer service technologies. As the world continues to embrace the potential of AI, Nugget is a testament to the potential of technology to transform the way we interact with customers. 

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Frequently asked questions

Q1. How is AI transforming customer support today?

AI is reshaping customer support by automating repetitive queries, enabling instant responses, and reducing operational costs. Platforms like Nugget prove how machine learning can enhance user experience while freeing human agents for complex issues. To explore AI applications in business, check our blog on Top AI Trends Shaping Customer Experience in 2025.

Q2. What makes Zomato’s Nugget unique compared to other AI tools?

Unlike generic AI tools, Nugget is built to scale effortlessly, integrating across multiple channels like chat, email, and voice. Its flexibility allows even small businesses to adopt advanced customer support without heavy IT investment.

Q3. How does AI adoption in customer service connect with career opportunities?

As AI platforms like Nugget become mainstream, the demand for professionals with data science and AI expertise grows rapidly. Enrolling in a data science course in Mumbai or AI training in Bangalore equips learners with the skills needed to work on such cutting-edge technologies.

Q4. Is AI-powered customer service affordable for small businesses?

Yes, Nugget is designed to be affordable and easy to implement. Small and medium enterprises can integrate it without large technical teams, making AI-powered customer support accessible to everyone.

Q5. What skills are needed to build AI-powered platforms like Nugget?

Key skills include Python, SQL, natural language processing (NLP), and machine learning model development. Many professionals prepare for such roles by joining a data science course near me that provides practical AI project exposure and industry-focused learning.

Q6. How can businesses benefit from analytics features in AI platforms?

With built-in analytics, platforms like Nugget help companies track customer behavior, spot patterns, and refine services. Businesses can learn how analytics drives decisions by reading our blog on The Role of Data Analytics in Business Transformation.

Q7. Where can I learn data science to work on AI-driven solutions?

If you’re located in tech hubs like Hyderabad or Pune, you’ll find plenty of specialized data science and AI training institutes. A course with dual certification in AI and Data Science significantly improves job prospects in companies adopting technologies like Nugget.

Q8. What’s the future of AI-powered customer support platforms?

The future lies in multi-language support, deeper personalization, and integration with advanced analytics tools. As demand grows, businesses will increasingly rely on professionals trained through comprehensive programs such as a data science course in Delhi, ensuring they can build and manage next-gen AI solutions.