Nugget by Zomato

Zomato has introduced Nugget, an AI-driven customer support tool. This new tool helps businesses handle customer service operations more efficiently. It marks Zomato''s entry into the business-to-business software services sector, which aligns with the growing trend in the Indian conversational AI market. The market is expected to reach USD 1.03 billion by 2029, growing at a rate of 24.58% each year.

Key Features

Nugget''s AI and Voice AI Agents can handle up to 80% of customer questions on their own. This reduces response times and improves efficiency. The platform handles large volumes of interactions, reducing the need for human agents.

Nugget is a no-code platform. This makes it accessible for businesses without dedicated technical teams. The AI system learns from real-time interactions and adapts to customer needs without manual updates.

Nugget includes AI-powered analytics tools. These tools help businesses identify recurring issues and track trends. They generate insights for better decision-making. The Agent Co-Pilot feature provides real-time personalized suggestions, chat summarization, and contextual recommendations to enhance agent performance.

Nugget can be integrated with popular business and communication tools. These tools include WhatsApp, Zendesk, Salesforce, Slack, and Freshdesk. This integration can potentially reduce resolution times by 20% and increase compliance by 25%.

Benefits

Nugget offers a cost-effective and efficient solution for businesses. It helps them scale their customer support operations. The platform''s success and widespread adoption highlight its potential.

Use Cases

Nugget was initially developed as an internal tool by Zomato Labs, the company''s in-house innovation incubator. Over three years, it has successfully handled over 15 million customer support interactions per month. This includes interactions across Zomato, Blinkit, and Hyperpure. The platform is now open to businesses worldwide. It has a 90% adoption rate among companies that have tested it.

Cost/Price

To encourage adoption, Zomato is offering Nugget for free. This offer is for businesses currently locked into contracts with legacy support providers.

Funding

The launch of Nugget coincides with Zomato''s expanding business strategy. In Q3 FY25, Zomato reported a 64.9% year-over-year increase in revenue to INR 5,405 crore. However, its net profit fell by 57% to INR 59 crore. This is largely due to investments in expanding Blinkit, its quick commerce platform.

Reviews/Testimonials

Nugget represents a significant step for Zomato into the B2B software services market. With its AI-powered capabilities and no-code implementation, it offers a cost-effective and efficient solution for businesses looking to scale their customer support operations. The platform''s success and widespread adoption highlight its potential.