Food delivery giant Zomato has announced the launch of Nugget, an in-house artificial intelligence (AI)-enabled customer support platform designed to enhance efficiency across its food delivery services, quick commerce vertical Blinkit, and supply-chain services platform Hyperpure.
Zomato CEO Deepinder Goyal introduced Nugget in a post on X (formerly Twitter), emphasizing the platform’s ability to streamline customer support, reduce operational costs, and eliminate the need for a dedicated development team.
Zomato’s AI Leap with Nugget
Goyal described Nugget as a no-code, AI-native customer support platform that is highly customizable and cost-effective. The AI-powered system is expected to resolve nearly 80% of customer queries autonomously while learning and adapting in real-time.
“Nugget helps businesses scale support effortlessly—highly customizable, low-cost, no dev team needed. No rigid workflows, just seamless automation,” Goyal posted on X.
Key Features of Nugget
- AI-Driven Query Resolution: Capable of handling 80% of customer queries without human intervention.
- Real-Time Adaptation: Continuously improves its responses based on evolving customer interactions.
- No-Code Functionality: Businesses can integrate Nugget effortlessly without any coding expertise.
- Instant Chat & Voice Support: Offers real-time assistance to enhance user experience.
Developed over three years by Zomato Labs, Nugget currently supports over 15 million interactions per month across Zomato, Blinkit, and Hyperpure. Following its successful internal deployment, Zomato has decided to extend Nugget’s capabilities to external businesses worldwide.
“Built over 3 years as an internal tool, Nugget now powers 15M+ support interactions per month. We’re now opening it up to businesses worldwide—90% of companies who’ve seen Nugget have signed up,” Zomato revealed in its statement.
Zomato Rebrands to Eternal
The launch of Nugget coincides with Zomato’s rebranding to Eternal Ltd, a strategic move aimed at aligning with its expanding business verticals. With Blinkit emerging as a key growth driver alongside Zomato’s core food delivery business, the company decided to revamp its corporate identity. In a regulatory filing on February 6, 2025, Zomato informed stock exchanges about its transition to Eternal Ltd.
“Our board has approved this change today and I request our shareholders to also support this change. If and when it is approved, our corporate website will transition from zomato.com to eternal.com. We will also change our stock ticker,” said Deepinder Goyal in a letter to shareholders.
Zomato’s Q3 Performance: Revenue Up, Profits Down
Despite the strategic shifts, Zomato’s financial performance in Q3FY25 reflected mixed results. The company reported a 57.3% decline in net profit, amounting to ₹59 crore, compared to ₹138 crore in the same period last year. However, revenue from operations surged by 64.4% to ₹5,405 crore, compared to ₹3,288 crore in Q3FY24. This sharp increase in revenue is largely attributed to the robust growth of Blinkit and the expansion of Hyperpure, as Zomato continues to strengthen its presence in the quick commerce and B2B supply chain segments.
With Nugget’s AI-driven capabilities, Zomato (soon to be Eternal Ltd.) is well-positioned to streamline its customer service operations and enhance user experiences. As the company pivots towards expanding its global footprint, the introduction of Nugget as an external SaaS solution marks a pivotal step in Zomato’s long-term strategy. While the Q3 profit decline raises some concerns, the steady rise in revenue indicates a positive trajectory. As the rebranding to Eternal Ltd. takes effect, industry experts believe that the company’s diversification into AI-powered solutions will strengthen its competitive advantage in the evolving digital commerce landscape.
Leave a Reply