Indian food delivery and quick-commerce player Zomato has introduced Nugget, an AI-driven customer support platform designed to help businesses streamline operations with automation. CEO Deepinder Goyal announced the launch revealing that Nugget had been internally tested for three years before being made available to external businesses.

According to Goyal, Nugget can autonomously resolve up to 80% of customer queries, adapts in real-time, and requires no coding expertise, making it a fully customizable, no-code solution for businesses. The platform is already handling over 15 million interactions per month for Zomato’s food delivery service, quick-commerce arm Blinkit, and B2B supply chain service Hyperpure.

The service offers a range of features, including image classification for customer complaints, automated quality audits of customer interactions, voice AI agents for real-time query resolution, and analytical insights to enhance efficiency. As per Zomato, Nugget has reduced resolution time by 20%.

In a bid to attract businesses struggling with traditional customer support solutions, Goyal announced that companies currently tied to legacy providers can use Nugget for free until their existing contracts expire.

Nugget marks the first product launch from Zomato Labs, the company’s new incubator for in-house innovations, with more AI-driven solutions expected in the future.