Source Credit: NDTV
Zomato has busted the doors open with its AI customer support platform Nugget, a product that automates relations and manages customer interactions in the absence of much coding. Announced by Deepinder Goyal, CEO of Eternal-on Monday, the announcement was made through an X post. "More exciting launches are coming soon," he added.
Nugget: An AI-native, no-code customer support platform. Nugget is a no-cost solution for companies to scale support without needing a developer team highly flexible. There are no formal rigid workflows; instead, there is just seamless automation.
What is Nugget?
It is an AI-powered, autonomous customer support solution that does not require coding or a development team. Designed to resolve up to 80 per cent of queries autonomously while reducing resolution time by 20 per cent, the platform has been in development for the past three years as an internal tool, said Mr Goyal. as of now, Nugget handles 15 million-plus support interactions every month for Zomato, Blinkit, and Hyperpure. Following its success within Zomato's ecosystem, the platform is now being opened to businesses worldwide. Mr Goyal said that 90 percent of companies that tested Nugget opted to sign up. First Product from Zomato Labs Nugget is the first product of Zomato Labs, an incubator that focuses on fostering developments in technology within Zomato. The AI tool is designed to learn and adapt in real-time, providing scope to implement applications across various domains extending beyond foodtech.
Key Capabilities of Nugget
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Intelligent conversations for better interactions with customers.
- AI-based Image classification to speed up faster resolution of issues within organizations.
- Automated quality audits for improved efficiency.
- Voice AI agents and agent co-pilot feature to assist human agents.
- Fluid integration with all existing support systems.
Zomato is pitching Nugget as a low-cost alternative to older customer support providers. To entice companies, Zomato is giving away free use of the platform to founders locked up in contracts with legacy providers. Mr. Goyal would not go into details about the finances of Nugget but said the system was designed to be a low-cost solution, scalable with 99.99 uptime. Businesses wishing to use the platform will have to sign up at nugget.zomato.com.
