Zomato Cuts $11M in Support Costs With MongoDB-Powered AI Platform

Zomato, the world's second-largest food delivery company, has leveraged MongoDB Atlas to enhance its customer experience and operational efficiency through an AI-native platform called Nugget. Initially developed for internal use, Nugget automates high-volume customer support using real-time context storage, scalable data pipelines, and intelligent workflows, reducing support costs by 55% and increasing customer satisfaction. The platform, which was launched as an enterprise offering in 2025, uses MongoDB Atlas's flexible schema and high-performance capabilities to manage complex data and ensure compliance with security standards. By January 2026, Nugget had expanded its reach across industries like financial services, hospitality, and healthcare, handling over 15 million conversations monthly and improving query resolution rates by 85%. MongoDB Atlas's multi-tenant architecture allows Nugget to maintain data isolation while operating on dedicated database instances tailored to each customer's compliance needs, and Zomato continues to enhance Nugget with additional AI-driven features to further streamline customer support.

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