IndiaFood and restaurants2025 – ongoingEternal (Zomato)
Nugget AI customer-support platform
MongoDB reported that Zomato's Nugget reduced annual support costs from $20 million to $9 million
Problem
Zomato's support operations were spread across separate platforms with fragmented customer data. Annual support costs had reached US$20 million, according to MongoDB.
Approach
Zomato built Nugget for internal customer support and later offered it to other businesses. MongoDB Atlas stored conversation context and customer history for AI agents that acted through backend systems. A co-pilot also supported human agents.
Results
Takeaway
The deployment combined autonomous support with tools for human agents. The vendor did not disclose a controlled comparison separating AI savings from platform consolidation.
Categories
- Size
- Large enterprise
- Industry
- Food and restaurants
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Built in-house
- Evidence
- Vendor case study
Sources
Source summaries
MongoDB described Nugget's internal use and its enterprise launch in 2025. It reported annual support costs falling from $20 million to $9 million and an average query resolution rate of 85%.
Full details are in the original sources.
