Zomato Launches Nugget, A No-Cost AI Customer Support Platform
Key Highlights
Zomato has launched Nugget, an AI-native no-cost customer support platform, for businesses worldwide.
Nugget does not require any code or development team, and is easy to customize.
Nugget by Zomato is already powering over 15 million support interactions.
Zomato, or Zomato Labs to be more specific, has launched Nugget for businesses across the globe. The AI-native customer support platform aims to simplify the way companies operate their customer service department. Nugget by Zomato brings key features to the table that are certain to help ease the work of delivering the best experience.
Notably, Nugget will get more upgrades in the time to come. This is on top of built-in real-time adaptation functionality.
Nugget by Zomato Goes Live
Deepinder Goyal, the CEO of Zomato which has recently become Eternal, announced on X that Zomato Labs has launched Nugget for businesses worldwide. Nugget is going mainstream after a work of 3 years and powering three brands of Eternal, namely Zomato, Blinkit, and Hyperpure. According to the X post by Goyal, Nugget is already supporting more than 15 million support interactions for the brands.
Nugget by Zomato Labs is an AI-native customer support platform that helps businesses serve their customers without having to hire a development team. The platform does not require any code and rigid workflows. Instead, it enables companies to deploy the system at an economical cost after customizing it per their needs.
The seamless automation by the AI customer support system learns & adapts in real-time, and resolves almost 80% of queries autonomously. Zomato has proved with this launch that India, that is Bharat, is not far behind in fueling the adoption of its AI system. If anything, it is happening with a user-centric approach while also considering the requirements of businesses.
Key Features of Nugget by Zomato
Zomato’s Nugget holds more key features that businesses may want to note. The official website of Nugget shows three additional pointers - accurate image classification, automated quality audits, and intelligent conversations.
Accurate image classification helps companies categorize customer queries based on the images they scan or upload. This helps to quickly resolve the query. For instance, customers can upload an image of the package delivered to their home and Nugget will scan that to offer a resolution.
Automated quality audits will review if interactions happen the way they should happen. There is always a chance that a customer or a support staff has not behaved properly. Thereby, affecting the quality of resolution or support. Zomato’s Nugget will perform an audit to review the case. It will essentially check conversation elements like greetings, introduction, action, and closure. It will not be able to check a customer’s sentiment unless Zomato does wonders in that department.
Intelligent conversations mean that responses will not appear robotic. Customers will get the feeling that they are interacting with a human and not an AI system. Customers can type and Nugget will read and respond to that message just like a human.
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Two more features that the official website mentions are fluid integration and agent co-pilot. Fluid integration refers to the smoothness with which businesses will be able to add Nugget to their respective systems. Agent co-pilot refers to Nugget acting as an assistant to the team with customer insight and relevant actions.
What’s Next by Zomato?
For now, any business can access the official website of Zomato’s Nugget and get in touch with the team. Companies that are already in their legacy contract are being offered the AI-native customer support platform at no cost for the remainder of their agreement terms.
In the future, Zomato will launch more upgrades to the system and possibly come up with more such initiatives via Zomato Labs.
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