AI-Powered Customer Support is Revolutionizing Businesses

Introduction

In a world where customer service is a key differentiator for businesses, technology is playing a transformative role in reshaping how companies interact with their customers. Artificial intelligence (AI) is at the forefront of this revolution, and Zomato—now rebranded as Eternal Ltd.—has made a significant move by introducing Nugget, an AI-native, no-code customer support platform.

The launch of Nugget signals a shift toward smarter, more autonomous, and highly scalable customer support solutions. With the ability to resolve up to 80% of queries autonomously, Nugget eliminates the need for large customer service teams while offering seamless automation, real-time adaptability, and cost efficiency. This article explores how Nugget is reshaping the future of customer service, its key features, and the broader implications of AI-powered customer support.

The Rise of AI in Customer Support

Customer support has traditionally been a human-driven function, often requiring large teams, scripted responses, and significant operational costs. However, as businesses scale and customer interactions multiply, AI-driven support solutions have become a necessity.

1. Why AI-Powered Customer Support?

AI-driven platforms like Nugget are revolutionizing customer service by:

• Enhancing efficiency: AI can process thousands of queries simultaneously, reducing response times.
• Reducing costs: Automating customer service interactions eliminates the need for large teams, cutting operational expenses.
• Improving accuracy: AI learns from past interactions and continuously improves response quality.
• Personalizing support: AI adapts to individual customer needs, offering more relevant solutions.

2. The Evolution of AI in Customer Service

AI-powered customer service tools have evolved from simple chatbots to advanced voice AI agents, automated audits, and real-time learning systems. Companies across industries—including tech giants, e-commerce platforms, and financial institutions—are adopting AI to provide seamless support experiences.

Introducing Nugget: Zomato’s AI-Powered Support Platform

Zomato’s Nugget is designed to help businesses scale their support systems effortlessly. It is highly customizable, cost-effective, and does not require a dedicated development team. According to Zomato CEO Deepinder Goyal, Nugget offers businesses an AI-powered solution that eliminates rigid workflows while providing seamless automation.

Key Features of Nugget

1. No-Code Automation
   • Businesses can set up and operate Nugget without technical expertise.
   • No need for developers or complex integrations.
2. Autonomous Query Resolution
   • Nugget can resolve up to 80% of customer inquiries without human intervention.
   • Real-time adaptability allows it to learn and improve responses over time.
3. Voice AI Agents
   • AI-powered voice assistants engage in human-like conversations with customers.
   • Enhances the user experience by providing natural and fluid interactions.
4. Automated Quality Audits
   • AI ensures that customer interactions maintain high quality and compliance.
   • Businesses gain valuable insights into performance and improvement areas.
5. Image Classification Technology
   • Can analyze and process images to assist in customer inquiries.
   • Particularly useful for industries where visual verification is needed.
6. Scalability & Integration
   • Handles millions of interactions per month across Zomato, Blinkit, and Hyperpure.
   • Can be effortlessly integrated with current customer support systems.

The Impact of Nugget on Business Customer Support

1. Increased Efficiency and Cost Savings

With Nugget, businesses can automate routine inquiries, reducing the need for large support teams and cutting costs. The AI system’s ability to adapt in real-time minimizes the need for human intervention, allowing teams to focus on more complex queries.

2. Improved Customer Experience

Nugget’s AI capabilities enable instant responses, human-like interactions, and personalized recommendations, enhancing overall customer satisfaction. By reducing wait times and improving accuracy, businesses can offer faster and more efficient service.

3. Competitive Advantage

Companies that adopt AI-powered customer support gain a competitive edge by offering faster, more intelligent service compared to traditional methods. Businesses using Nugget benefit from seamless automation and cost efficiency, making them more agile in responding to market demands.

4. AI-Driven Business Insights

With real-time analytics and automated quality audits, Nugget provides businesses with actionable insights to refine their customer service strategies. Companies can track customer pain points, optimize workflows, and make data-driven decisions.

Zomato’s Strategic Move: Offering Nugget for Free

One of the most intriguing aspects of Nugget’s launch is that Zomato is offering the platform free of charge to businesses currently under contract with other customer support providers. This move aims to accelerate adoption rates and encourage companies to transition to Nugget seamlessly. By doing so, Zomato establishes itself as a leader in AI-driven customer service solutions.

Challenges and Considerations of AI in Customer Support

While AI-powered customer support offers numerous benefits, there are potential challenges that businesses need to consider:

1. Dependence on AI Accuracy

• While AI continuously learns and improves, it may not always provide perfect responses, especially in complex or emotionally sensitive scenarios.

2. Data Privacy & Security Concerns

• AI-powered support platforms process vast amounts of customer data. Ensuring data security, compliance, and ethical AI usage is crucial.

3. Need for Human Oversight

• While Nugget can automate most interactions, human agents are still required for highly complex queries and customer dispute resolutions.

The Future of AI-Powered Customer Support

AI in customer support is rapidly advancing, and platforms like Nugget are setting new benchmarks for automation, efficiency, and cost savings. The future of AI-driven customer support will likely include:

1. Advanced Natural Language Processing (NLP)
   • AI will become even more sophisticated in understanding and responding to human language.
2. Emotional Intelligence in AI
   • AI-driven customer support may evolve to detect customer emotions and adjust responses accordingly.
3. Integration with AR/VR
   • AI-powered customer support may integrate with Augmented Reality (AR) and Virtual Reality (VR) to provide immersive customer assistance.
4. Expanded Industry Applications
   • AI-driven support solutions will expand into healthcare, finance, education, and other sectors beyond food delivery and e-commerce.

Conclusion

The launch of Nugget by Zomato (Eternal Ltd.) marks a significant leap in AI-powered customer support. With features such as autonomous query resolution, voice AI agents, and automated quality audits, Nugget is redefining how businesses interact with their customers.

By offering cost-effective, no-code automation, Nugget provides businesses with an unparalleled opportunity to enhance efficiency, reduce costs, and deliver exceptional customer experiences. As AI technology continues to evolve, platforms like Nugget will play a pivotal role in shaping the future of customer service.

In an era where speed, accuracy, and personalization are paramount, AI-driven customer support solutions like Nugget are not just an advantage but a necessity.

Courtesy: Internet