Zomato Cuts More Than 500 Support Jobs After AI Platform Launch
India’s Zomato reduced its customer-service workforce after its Nugget AI platform began handling millions of monthly interactions.
Zomato has laid off more than 500 customer-service executives after launching Nugget, its in-house AI platform, according to OfficeChai. The platform now handles millions of customer interactions each month.
The cuts show how AI deployment is affecting outsourced and in-house support work, not just experimental operations. Revelio Labs data found global call-centre employment was 5.3% below its December 2023 peak, with headcount declining year over year for eight consecutive quarters.
Gartner forecasts that AI-powered bots will reduce contact-centre agent labour costs by $80 billion in 2026 and replace 20% to 30% of service agents. It also expects some employers to rehire customer-service staff by 2027 for similar or higher-value roles.
- Zomato laid off more than 500 customer-service executives after launching its Nugget AI platform.
- Nugget handles millions of customer interactions monthly.
- Global call-centre employment was 5.3% below its December 2023 peak, according to Revelio Labs data.
- Gartner forecasts AI bots will cut contact-centre agent labour costs by $80 billion in 2026.
For employers: Before making AI-driven support roles redundant, document the changed work and consult affected employees before deciding. Test genuine redeployment into exception handling, quality assurance, training or other available roles, and follow the applicable redundancy and consultation obligations.
Sources: After a decade of growth, global call center employment is shrinking · Gartner AI bots to cut contact-centre labor costs $80bn in 2026
General information for employers, not legal advice. Reporting summarised from the linked sources; confirm details with the primary source.