In a bid to transform customer support, Zomato Launches AI CEO Deepinder Goyal recently announced the rollout of Nugget, an AI-powered customer support platform. This cutting-edge platform is aimed at increasing efficiency and scalability in Zomato’s multiple business lines, such as its food ordering platform, quick commerce business Blinkit, and B2B grocery supply chain Hyperpure.
Goyal launched Nugget as a highly customizable, affordable, and non-resource intensive solution that does not need to be developed by a separate team. This is a break-through for Zomato as it expands its technological solutions through Zomato Labs, the company-owned incubator for innovation.
What is Nugget?
Nugget is a customer support platform powered by AI, which automates replies, resolves issues efficiently, and enhances communication between customers and businesses. Unlike older support systems, Nugget provides smooth automation without fixed workflows, making it highly flexible for various business models.
Goyal highlighted the capacity of the platform to enable businesses to scale customer support with ease. Its low cost of operation, ease of customization, and the ability to automate make it different from other traditional support solutions.
How Nugget will Augment Zomato Launches AI Operations
Zomato has several business verticals, and customer support is key to smooth operations. Nugget will be serving
Food Delivery (Zomato): It will handle order tracking, refund, and restaurant-related queries.
Quick Commerce (Blinkit): Helps resolve customer queries quickly in instant grocery ordering.
B2B Grocery Supply (Hyperpure): Facilitates restaurant partners with quick resolution of supply-related queries.
Going-out Offerings (District): Increases support for restaurant reservations, offers, and event planning
By bringing Nugget onto these platforms, Zomato hopes to greatly minimize customer wait times, enhance satisfaction, and streamline business operations.
Zomato Launches AI Labs and the Innovation Vision
Nugget is the initial offering from Zomato Labs, the firm’s in-house incubator for innovation. Zomato Labs works on creating cutting-edge solutions to advance its service delivery, optimize efficiency, and broaden its services beyond the standard food delivery.
The launch of Nugget represents Zomato’s determination towards AI-powered automation. This fits with the trend across the industry towards harnessing AI for better customer experiences, operational efficiency, and cost optimization.
The Rebranding to Eternal Ltd.
Zomato’s release of Nugget coincides with the time that the company is in the middle of a huge rebranding effort. Earlier this month, Zomato’s board sanctioned a proposal to rebrand the company to Eternal Ltd.
With the Eternal brand, the company will operate its four fundamental businesses:
Zomato (food delivery)
Blinkit (quick commerce)
Hyperpure (B2B grocery supply)
District (going-out offerings)
The rebranding is indicative of Zomato’s expansion from food delivery to a multi-vertical company utilizing technology to complement different industries.
The Use of Zomato Launches AI in Customer Support
Artificial intelligence -powered customer support systems such as Nugget are growing in popularity for companies seeking to automate customer interaction. Some of the most compelling benefits are:
- Improved response speed: AI-powered chatbots and automated processes help to minimize wait times.
- Cost-effectiveness: Businesses save operational expenses by cutting down on the reliance on huge support teams.
- Enhanced precision: AI-powered solutions are capable of interpreting and solving customer problems accurately based on previous interactions.
- Scalability: AI-powered systems can deal with large numbers of customer inquiries without sacrificing efficiency.
- Smooth integration: Solutions such as Nugget can be integrated to suit diverse business requirements without extensive development efforts.
Zomato Launches AI: Future of Nugget in the Industry
With its affordable pricing and automation features, Nugget can be a game-changer for Zomato, as well as for other companies seeking scalable customer support options.
Zomato can potentially provide Nugget as a software-as-a-service (SaaS) offering, allowing third-party businesses to incorporate the AI-driven platform into their customer support systems. This would enable Zomato to diversify into the AI technology space, generating a new source of revenue for the company.
Conclusion
The introduction of Nugget demonstrates Zomato’s focus on technological advancement and efficiency. By incorporating AI-powered automation into its customer support operations, Zomato seeks to improve user experience and lower operational expenses.
As Zomato moves towards Eternal Ltd., it is evident that the company is gearing up for long-term growth and diversification. With projects such as Nugget and Zomato Labs, the company is poise to reshape the future of AI-driven business solutions in the sector.
Frequently Asked Questions (FAQs)
1. What is Nugget?
Nugget is a customer support platform powered by AI that was introduced by Zomato for improving customer support automation across food delivery and quick commerce business lines.
2. How does Nugget enhance customer support?
With AI-powered automation, Nugget addresses customer questions, decreasing the time taken for responses, becoming more efficient, and not requiring a large support team.
3. What is Zomato Labs?
Zomato Labs is Zomato’s internal incubator for tech innovations, with a focus on AI-powered automation and business solutions. Nugget is its first product.
4. Why is Zomato rebranding to Eternal Ltd.?
Zomato is rebranding as Eternal Ltd. to signify its evolution into a multi-vertical organization, operating food delivery (Zomato), quick commerce (Blinkit), B2B supply (Hyperpure), and going-out services (District).
5. Will Nugget be available for businesses outside Zomato?
Though Nugget is used in-house now, Zomato could potentially open it up to other companies in the future as a SaaS product, letting other companies adopt AI-driven customer support within their business.
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