How Nugget helped Zomato reduce support cost by $10 Million+
In 2024, Zomato processed three-quarters of a billion food-delivery orders for 18.5 million monthly transacting users in India. This $25+ Billion giant (as of May 2025) is one of Asia’s biggest food delivery company. In 2024, Zomato’s app connected users to a restaurant network of 240,000+ establishments. Once an order is placed, Zomato’s delivery partners (network of 400,000+ individuals) collect the meal and deliver it to the user.
Zomato now handles ~11,000,000 (11 million) tickets monthly through Nugget.
Key Customer Support Challenges at Zomato
Isolated data silos across 8+ tools, 4,000+ human agents, over $20 million overheads*, month-long turnaround times (TATs) from customer software vendors, and sub-par CSAT scores for auto-resolved tickets
Escalating support costs
Customer delight operations relied on 4,000+ outsourced agents, costing approximately US $20M*
Tool sprawl and data silos
Operations were spread across 8-10 separate platforms (Zendesk, Freshdesk, Zoho, Salesforce, etc.), leading to fragmented data and limited insight
Underperforming automation
Although approximately 60% of tickets were auto resolved (pre–Gen AI era), bot CSAT lagged significantly behind that of human agents
*proportionated to current order numbers at historical cost of resolve
Nugget’s AI-Powered Support Suite for Zomato
AI Agents for Chat
A multilingual bot that detects user intent in real time, analyzes images (e.g., spills, tampered packaging), and triggers instant actions such as escalation, cancellation, or refund
Agent Co-Pilot
Provides instant access to customer profiles, issue diagnosis, recommended resolutions, and auto generated chat summaries for every human handled ticket
Unified omnichannel workspace
A single platform that routes and resolves every ticket - across chat, voice, social media, in-app, and internal channels replacing the fragmented legacy CX tools
How Nugget’s AI Agents Work Behind the Scenes
An exemplary flow of how Nugget’s AI agents resolve a real-world case within the Zomato ecosystem
Core AI Innovations Driving Zomato Support
Image analysis
Nugget’s vision system scans user submitted photos to identify wrong items, spills, damaged packaging, and more; enabling Zomato to automate up to 70% of refunds. It can also detect stock images, brand mismatches, and defect types
Multi-modal LLM orchestration
For every user interaction, Nugget dynamically orchestrates the most cost-efficient and high-precision models text, vision, or speech by leveraging multiple large language models (LLMs) in parallel. This ensures maximum accuracy at the lowest AI cost per ticket in customer experience (CX)
100% Quality Control
Each and every AI chat is audited and analytics are provided real time. This enabled Zomato to create automation logics by identifying patterns and ticket nature buckets
Business Impact Analysis: Cost Savings & Efficiency Gains
Inside the Zomato - Nugget Story
At Zomato, delivering fast, consistent support at scale is essential. Nugget’s AI-native platform has enabled us to automate effectively, reducing the need for constant capacity planning and allowing our team to focus on cases where human empathy matters most.
What truly sets Nugget apart is its ability to handle the complex, high context world of food delivery from proactive interventions to seamless context switching. Image verification brings objectivity, and custom workflows ensure relevance across customer, delivery partner, and restaurant support. Beyond boosting efficiency, Nugget has raised the bar for our support experience. Their team has been highly proactive, adapting to our needs and ensuring that automation enhances-not replaces-customer care.
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