Zomato Cuts More Than 500 Customer-Service Jobs After AI Launch
India-based Zomato cut more than 500 customer-service roles after deploying its in-house AI platform, Nugget.
Zomato has cut more than 500 customer-service executive roles after launching Nugget, its in-house AI platform, according to reports published in October 2026. The platform handles millions of customer interactions each month, reducing the need for human support work.
The cuts are part of a wider shift in customer service. Revelio Labs data reported this month shows global call-centre employment 5.3% below its December 2023 peak, with hiring also weakening. AI tools increasingly handle routine requests, while human staff are retained for escalations and more complex cases.
The transition is not risk-free. Findings cited examples of companies later rehiring or retaining people after AI-driven reductions created quality or volume problems. That makes the design of the operating model, not just the technology rollout, material to the workforce decision.
- Zomato cut more than 500 customer-service executive roles.
- The cuts followed the launch of Zomato’s in-house AI platform, Nugget.
- Nugget handles millions of customer interactions monthly.
- Global call-centre employment was reported to be 5.3% below its December 2023 peak.
- AI-led service reductions can create quality and volume issues requiring human capacity.
For employers: For an Australian employer, an AI business case does not itself make roles redundant. Confirm that the affected work is genuinely no longer required, consult employees before deciding, and properly assess reasonable redeployment options before finalising any termination.
Sources: AI Is Causing Call Center Jobs to Decline, Shows Data · AI Is Causing Call Center Jobs to Decline
General information for employers, not legal advice. Reporting summarised from the linked sources; confirm details with the primary source.