Key Highlights
- ‘Nugget’ automates up to 80% of consumer inquiries without any coding requirement.
- The system processes more than 15 million interactions each month across Zomato, Blinkit and Hyperpure.
- 90% of pilot firms adopted the tool, and it is now offered globally with a free‑use window for legacy‑contract holders.
- Zomato Labs, now part of Eternal Ltd., drives the B2B AI push after rebranding.
- Ethical safeguards include a ban on AI‑generated menu imagery.
Detailed Insights
Nugget is positioned as a plug‑and‑play AI assistant that can be embedded in any enterprise workflow without developers. Its core engine continuously refines response quality through real‑time learning, delivering precise answers while reducing human oversight. Complementary modules—image classification, automated quality audits, voice‑activated agents, and analytics dashboards—equip managers with actionable metrics to fine‑tune support operations.
The product emerges from Zomato Labs, the internal research arm of Eternal Ltd. (formerly Zomato Ltd.), signalling a strategic pivot from a pure consumer‑facing marketplace to a provider of enterprise‑level AI utilities. By bundling Nugget with a complimentary trial for businesses still tied to older providers, Zomato aims to accelerate market penetration and establish a foothold in the competitive global AI‑support arena.
Transparency remains a cornerstone of the rollout. In response to concerns over synthetic visuals, Zomato instituted a policy prohibiting AI‑generated images on restaurant menus, underscoring its commitment to trustworthiness while scaling AI adoption.
Key Concepts
- No‑Code Automation: A development‑free method allowing users to configure AI workflows through graphical interfaces.
- Real‑Time Model Adaptation: Continuous learning that updates the underlying algorithm as new interactions are received.
- AI‑Driven Analytics: dashboards that translate interaction data into performance indicators for support teams.
- B2B AI Expansion: The strategic shift from serving end‑customers to offering AI tools to other businesses.
- Ethical AI Governance: Policies ensuring AI outputs do not mislead or compromise user trust.