New Delhi: Zomato has been leveraging MongoDB Atlas to power key operations, particularly customer experience.
Zomato developed an AI-native CX platform Nugget on MongoDB Atlas, scaled it into a centralized platform and launched as an enterprise offering. Today Nugget handles more than 15 million conversations per month, achieves an average query resolution rate of 85% and improves human agent productivity by 40%.
As a consequence, Nugget hsd helped reduce Zomato’s customer service cost from $20 million down to $9 million annually.
Zomato id expanding Nugget with additional AI-driven capabilities. The focus remains on increasing autonomous resolution rates and improving agent collaboration. This will enable faster and more consistent customer experience for Zomato.
Nugget also encrypts all sensitive customer data in the database. This assists Zomato to comply with stringent security requirements.
