Zomato’s AI-Powered Revolution in Customer Support: Meet Nugget

In a world where customer expectations are rising faster than ever, Zomato has pulled off something extraordinary and quietly transformative. With the launch of Nugget, its in-house AI-powered customer support platform, Zomato has reimagined what it means to serve users at scale. This is not just a tool for the company’s own operations, it’s a full-blown product now powering businesses globally, automating millions of conversations with speed, empathy, and accuracy.

The Silent AI Overhaul

As of mid-2025, more than 95% of Zomato’s order-related customer queries are handled entirely by AI. There’s no human involved, yet users rarely notice. That’s the beauty of Nugget. Refunds are processed in seconds. Complaints are resolved faster than most people can explain them. And Zomato has effectively slashed support costs while boosting satisfaction.

The AI isn’t just a rules-based responder. It’s a dynamic, learning system capable of interpreting sentiment, adapting to different tones, and escalating issues only when needed. It learns from every query, improving constantly. And most importantly, it works at scale.

From Internal Powerhouse to Public Platform

What began as an internal tool is now a game-changing product for the global market. Nugget officially launched in February 2025 as an AI-first customer support platform designed to work for businesses of any size, whether they have a tech team or not.

Unlike traditional systems that require complicated setups or custom engineering, Nugget operates on a no-code philosophy. This makes it accessible to startups, SMEs, and enterprises alike. Within minutes, a business can launch intelligent chatbots, create custom workflows, and tailor automated responses, no technical expertise needed.

Features That Redefine Support

1. Nugget isn’t just about automation. It’s about intelligent, real-time service that feels human when it matters and robotic when speed is key.
2. It can automatically resolve up to 80% of incoming queries with high confidence and low error.
3. Its real-time learning engine ensures it gets smarter with every interaction.
4. It features image classification for verifying issues like damaged goods, late orders, or wrong deliveries.
5. Voice AI agents offer natural, conversational support over calls.
6. Built-in automated quality audits ensure high service standards without manual review.
7. A powerful analytics dashboard provides full visibility, tracking SLAs, agent performance, and customer trends.

What’s more, Nugget integrates easily with major CRMs and helpdesk platforms, allowing businesses to plug it into existing workflows without friction.

The Zomato Impact

Zomato has been the best test case for Nugget. By deploying the platform across its services, including Blinkit and Hyperpure. It has:

1. Saved over $10 million in annual customer support costs.
2. Increased human agent productivity by 40% by letting them focus on only the most complex cases.
3. Maintained 99.99% uptime, ensuring uninterrupted service even during peak load hours.
4. Scaled effortlessly to handle over 15 million customer interactions monthly.

These aren’t just marginal improvements, they're systemic shifts that put Zomato at the frontier of AI-first consumer tech.

Making AI Support Mainstream

One of Nugget’s most powerful traits is its accessibility. Zomato didn’t just build a sophisticated tool, it democratized it. With no-code tools, deep learning capabilities, and minimal onboarding requirements, businesses no longer need dedicated tech teams to deploy intelligent support.

Nugget also offers an attractive proposition to early adopters. Zomato is allowing companies to switch from legacy support systems for free until the end of their existing contracts, a move that’s rapidly accelerating adoption. Over 90% of beta users have opted for full rollout, citing performance, ease of use, and adaptability as key benefits.

The Future of Customer Service Is Here

Zomato’s embrace of AI in customer support isn’t a minor optimization, it’s a revolution. In Nugget, it has created a product that combines cutting-edge technology with everyday usability. It brings machine intelligence to the front lines of customer interaction and does so without losing the human touch.

As more companies look to scale without sacrificing quality, reduce overhead without sacrificing experience, and modernize without losing control, Nugget is setting a new benchmark. What Zomato built for itself is now shaping the next era of customer support, one where AI doesn’t just assist humans, it empowers them.