Zomato Introduces Nugget | An AI-Powered Customer Support Platform

Zomato recently changed its corporate name to Eternal. Now, the food and grocery delivery platform has launched AI-powered customer support dubbed -- Nugget. This innovation, designed to assist businesses, marks a pivotal development in customer service technology.

What is Zomato Nugget?

Zomato's co-founder and Group CEO Deepinder Goyal said ''Nugget is the first product from Zomato Labs, our incubator for in-house innovations''

Nugget was built by Zomato as an internal tool over three years, which powers 15M+ support interactions/month for Zomato, Blinkit & Hyperpure.

We're now opening it up to businesses worldwide-90% of companies who've seen Nugget have signed up, he further added.

Nugget is enriched with features designed to improve operational efficiency significantly. One such feature is accurate image classification, which enables businesses to quickly categorize and analyze customer-submitted images, leading to speedier issue resolution.

Moreover, the tool offers Automated Quality Audits, automating quality checks across all interactions to ensure thorough oversight and consistency in customer service quality. By seamlessly integrating data sources and standard operating procedures (SOPs), Nugget ensures that businesses can generate accurate responses and actions, enhancing the overall customer experience.

It can resolve up to 80% of queries autonomously and learn and adapt in real-time. Moreover, it's capable of handling complex queries, boosting efficiency, and streamlining support.

As noted, Zomato recently changed its corporate name; however, the brand name for its food delivery service and app continues to be Zomato. Eternal encompasses four primary businesses: Zomato, Blinkit, District, and Hyperpure. Basically, the internal use of "Eternal" began after acquiring Blinkit. It was used to differentiate between the company entity and its brand or app.