Hey there!

Have you ever ordered food online and something went wrong?

Maybe the delivery was late, you got the wrong food, or your refund took forever.

When this happens, you usually contact customer support. You hope (read:demand) they fix it fast.

(I love my food and I get impatient whenever it comes to food—and money—I want things to work quickly.)

Now, imagine tens of thousands of others (who are also facing issues like you) contacting customer support AT THE SAME TIME….

Handling all those complaints at once is hard…for any company.

This is a challenge that happens almost everyday with food delivery platforms.

But Zomato handles it seamlessly.

Let’s take a step back. Zomato began in 2008 as a website to find restaurants and read reviews. Over time, it grew and added food delivery, cloud kitchens, and even grocery delivery.

With millions of orders and many customer questions every day, Zomato learned a lot about solving problems quickly.

Their team figured out that the key to success was to fix real issues first.

They built strong systems to help customers and delivery partners. This hard work laid the foundation for their next big idea.

Here comes the twist: Zomato built an AI tool called Nugget.

Nugget is Zomato's smart AI tool that handles customer support quickly and accurately.

It can solve up to 80% of customer issues on its own, learns from every conversation to improve over time, and works seamlessly with other platforms—all without requiring any coding skills.

What does Nugget do?

Zomato used Nugget internally to handle millions of interactions.

It worked so well that 90% of companies who tried it loved it and started using it for their own customer support.

Nugget is different

Many companies jump on the latest tech bandwagon without really solving a problem.

But Nugget is different.

Zomato built Nugget using years of experience in dealing with real issues. They tested it over millions of interactions.

This makes Nugget very reliable.

Nugget has already seen millions of customer issues, learning from each one.

For instance, if a customer once reported a delay, Nugget quickly analysed past fixes and provided a prompt solution without waiting for a human response.

This kind of real-world testing means Nugget isn’t just a theory—it’s proven to work in everyday situations, giving you reliable help when you need it.

Zomato has prioritised functionality over flashy features.

The team designed Nugget to automate routine tasks, analyse customer sentiment, and provide intelligent responses.

This focus on practicality sets Nugget apart from many other AI solutions.

Nugget shows that Zomato is trying to solve concrete problems.

With capabilities like automated quality checks and image recognition, it quickly sorts and fixes support requests, ensuring a fast, consistent response every time.

Here's my two cents: Nugget isn’t just a smart fix—it’s a strategic move by Zomato.

By using years of on-the-ground experience, Zomato has built a tool that reliably solves real issues.

And this isn’t just about making customers happy. It’s about standing out in a crowded market. When every company is throwing flashy AI features around, Nugget’s no-nonsense, problem-solving approach really differentiates Zomato from the rest.

Moreover, Nugget is laying the groundwork for a broader tech ecosystem.

Think about it: once you have a tool that masters customer support, you can branch out into other areas like automated quality checks and image processing. This not only enhances the overall customer experience but also opens up new revenue streams.

Zomato can offer Nugget as a standalone service to other businesses (which I think they are already doing by the way), turning internal know-how into a product that makes money.

In short, Nugget shows that smart strategy beats mere trend-chasing.

It’s a practical solution that solves problems, builds a tech ecosystem, and creates new business opportunities—all at the same time.

That’s how you build a lasting advantage in today's fast-paced market.

Here are some simple, yet effective, lessons we can learn from Zomato’s story:

Focus on issues that truly impact people.

For example, instead of adding cool features that look impressive on paper, Zomato zeroed in on fixing delivery delays, wrong orders, and refund hassles.

As a product manager, always remember to start with clear, concrete user pain points.

Identify the problems your customers are facing and build solutions that directly address those needs, rather than trying to impress with unnecessary bells and whistles.

The best ideas aren’t perfect on the first try.

Zomato used Nugget internally for years, letting real-world feedback shape and refine the tool.

As product managers, we should iterate based on user feedback.

Roll out a minimum viable product, observe how it performs in everyday situations, and be ready to tweak it continuously.

This approach not only improves the product but also builds trust with your users by showing that you listen and respond to their needs.

Think of growth as a strategic journey, not just a numbers game.

Zomato’s move with Nugget isn’t just about expanding its services—it’s about using a proven solution to pave the way for a larger tech ecosystem.

By solving customer support challenges, they’ve created a platform that could eventually offer other automated services and even become a new revenue stream.

As product managers, you should always keep looking for ways to leverage your product’s core strengths to explore new markets or add complementary features that enhance overall user experience.

Zomato shows us that big companies can change the game if they focus on solving real problems.

Nugget is not just about using fancy technology; it’s about making customer support faster and better. Zomato’s smart move proves that when you have the right idea, tested many times, you can turn a big challenge into a simple fix.

Thanks for reading, and I hope you see how solving problems well is the best way to grow!

Stay curious,

—Sid