Athira Sethu
Kochi, 18 February 2025
Zomato CEO Deepinder Goyal launched a new AI-based customer support platform named Nugget on Monday. Nugget is meant for businesses to quickly and easily improve their support systems without an in-house development team. Nugget is customizable, cost-efficient, and provides seamless automation without rigid workflows, according to Goyal.
The in-house-built platform, which was created by Zomato in the last three years, today supports over 15 million interactions per month across Zomato, Blinkit (Zomato’s quick commerce business), and Hyperpure (its business-to-business grocery supply business). Nugget was originally built as an internal tool for Zomato’s own platforms, but now the company has decided to make it available to businesses globally. Goyal said that 90% of the businesses that have experimented with Nugget have agreed to subscribe to it.
Nugget is the initial product to emerge from Zomato Labs, which is Zomato’s innovation lab. This is a departure from the path to build and provide more tools and technologies that assist other businesses in succeeding. Zomato Labs works on building new in-house products, and Nugget is only the beginning.
Furthermore, Zomato’s board has just approved a motion to rename the company to Eternal Ltd. This new name will be representative of the company’s diversified focus since it now comprises a number of various businesses. These businesses include Zomato (food ordering), Blinkit (quick commerce), District (providing services for eating out), and Hyperpure (business-to-business grocery supply).
With Nugget and the renamed company, Zomato is obviously trying to further its footprint in several sectors and expand even further its technology abilities. Introducing Nugget is merely a step towards Zomato’s larger goal to further business activities within the firm as well as other firms worldwide.
