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Events / Business / Zomato Launches AI Customer Support Platform
Business product launch

Zomato Launches AI Customer Support Platform

Analysis based on 9 articles · First reported Feb 17, 2025 · Last updated Feb 18, 2025

Sentiment
60
Attention
4
Articles
9
Market Impact
General
Live prominence charts, article sentiment distribution, and event development timeline available on the Ergen Dashboard
Market Impact

The launch of Nugget by Zomato is expected to positively impact its stock price as it diversifies into the B2B software market, potentially opening new revenue streams. Competitors like Freshworks — Freshdesk and Oracle Corporation might face increased competition due to Zomato's aggressive market entry strategy, including offering free services.

Software Food delivery E-commerce
Event Summary

Zomato, under its CEO Zomato, has launched Nugget, an AI-powered, no-code customer support platform. Developed internally over three years, Nugget currently handles over 15 million customer interactions monthly for Zomato, Zomato — Blinkit, and Hyperpure. The platform, which can autonomously resolve up to 80% of customer queries, is now being offered to businesses worldwide. Zomato is providing Nugget free of charge to companies currently under contract with other customer support providers like Freshworks — Freshdesk and Oracle Corporation until their existing terms expire. This strategic move expands Zomato's portfolio into B2B software services. The launch follows Zomato's recent decision to rebrand itself as Eternal Limited, under which all its services, including Nugget, will be managed.

Key Actions
80 Zomato announced launch
70 Zomato launched platform
50 Zomato rebranded as Eternal Limited
Entities Involved
subs
Freshworks — Freshdesk
Freshworks — Freshdesk is a competitor in the customer service tool market, and Nugget's free offering to businesses under contract with providers like Freshworks — Freshdesk could impact its market share.
Importance 20.0 Sentiment -20.0
stock
Oracle Corporation
Importance 0.0 Sentiment 0.0
stock
Zomato
Importance 0.0 Sentiment 0.0
subs
Zomato — Blinkit
Importance 0.0 Sentiment 0.0
priv
Eternal Limited
Importance 0 Sentiment 0
per
Zomato
Importance 0 Sentiment 0
priv
Hyperpure
Importance 0 Sentiment 0
Relationships
Zomato parent ↔ Zomato — Blinkit Zomato is the parent company of Blinkit, having acquired the quick-commerce platform in an all-stock deal valued at Rs 4
Zomato subsidiary ↔ Eternal Limited Zomato operates as a primary subsidiary of Eternal Limited following a corporate restructuring designed to expand the gr
Zomato related ↔ Zomato
Zomato parent ↔ Hyperpure Zomato owns and operates Hyperpure as its dedicated B2B ingredient supply division for partner restaurants.
Zomato — Blinkit subsidiary ↔ Eternal Limited Blinkit operates as a wholly-owned subsidiary under the Eternal Limited corporate umbrella.
Zomato — Blinkit related ↔ Zomato
Zomato — Blinkit affiliate ↔ Hyperpure Blinkit operates alongside Hyperpure as a key subsidiary of Zomato. The quick-commerce platform shares corporate ownersh
Eternal Limited related ↔ Zomato
Eternal Limited parent ↔ Hyperpure Eternal Limited serves as the parent umbrella organization for Hyperpure, alongside other Zomato group businesses.
Zomato parent ceo ↔ Hyperpure Deepinder Goyal oversees the B2B restaurant supply business Hyperpure in his capacity as the founder and CEO of its pare
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