Puneet Mehta, mastermind behind Netomi, features in our interview series.
In the ever-evolving landscape of customer service, Puneet Mehta, the founder and CEO of Netomi, envisions a future where AI helps customers accomplish goals with intelligence, empathy, and accountability [2]. This vision is now a reality with Netomi's AI-powered customer service platform [1].
Netomi's unique Agentic OS combines advanced AI automation, robust brand safety, and deep personalisation to deliver a seamless omnichannel customer experience (CX). The platform automates the resolution of over 80% of customer service inquiries across email, chat, voice, and social channels, maintaining consistent context and tone, even when conversations switch between platforms [1][3].
The platform offers flexible "agentic modes," allowing enterprises to operate in fully automated mode or co-pilot mode, where AI drafts responses that human agents review and approve. This flexibility balances automation and human oversight to ensure accuracy and brand safety [1]. Netomi's sentiment detection engine dynamically adjusts messaging tone and urgency in real time based on customer mood, enhancing personalisation and responsiveness [1].
Brand safety and compliance are paramount for Netomi. The platform adheres to stringent standards such as GDPR, HIPAA, SOC2, and ISO 27001. It incorporates AI governance controls and security guardrails that maintain data privacy and secure interactions across channels [1]. The platform integrates deeply with customer CRM and help desk systems to pull order details or customer status to personalise replies effectively across all major customer contact points [1].
Netomi's event-driven system enables the platform to respond immediately to signals like sentiment shifts, delivery delays, or data changes. Multiple agent paths can run in parallel, such as resolving a billing issue while updating a delivery, and merge their responses into a single reply [4].
The architecture of Netomi's Agentic OS is influenced by concepts from algorithmic finance, with a focus on minimising latency and optimising performance [6]. Netomi helps enterprises automate and enhance support across email, chat, messaging, and voice channels, paving the way for a future where AI anticipates needs, acts across systems, and delivers outcomes without requiring customers to navigate complexity or repeat themselves [7].
As the boundaries between service, sales, and experience continue to disappear, Netomi's Agentic OS is poised to revolutionise the next phase of customer experience, shifting from reactive service to proactive, intelligent assistance that understands the full context of a customer's goals, preferences, and constraints [8]. With Netomi, enterprises can scale customer service operations efficiently while maintaining full control over brand voice and compliance, ensuring a superior customer experience at scale.
[1] Netomi. (n.d.). Netomi's Agentic OS. Retrieved from https://www.netomi.ai/agentic-os
[2] Mehta, P. (2021, March 15). Netomi Raises $20M to Transform Customer Service with AI. Retrieved from https://techcrunch.com/2021/03/15/netomi-raises-20m-to-transform-customer-service-with-ai/
[3] Netomi. (2021, February 17). Netomi Raises $16M Series A to Transform Customer Service with AI. Retrieved from https://www.prnewswire.com/news-releases/netomi-raises-16m-series-a-to-transform-customer-service-with-ai-301229486.html
[4] Netomi. (n.d.). Netomi's ConversationOS. Retrieved from https://www.netomi.ai/conversationsos
[5] Netomi. (n.d.). Netomi's No-Code Interface. Retrieved from https://www.netomi.ai/nocode
[6] Netomi. (n.d.). Netomi's Architecture. Retrieved from https://www.netomi.ai/architecture
[7] Mehta, P. (2021, March 15). Netomi Raises $20M to Transform Customer Service with AI. Retrieved from https://techcrunch.com/2021/03/15/netomi-raises-20m-to-transform-customer-service-with-ai/
[8] Netomi. (n.d.). The Future of Customer Experience. Retrieved from https://www.netomi.ai/future-of-cx
Technology plays a significant role in Netomi's AI-powered customer service platform, as it combines advanced AI automation, robust brand safety, and deep personalisation to automate the resolution of over 80% of customer service inquiries across multiple channels. This automation ensures a seamless omnichannel customer experience.
Moreover, technology enables Netomi's sentiment detection engine to dynamically adjust messaging tone and urgency in real-time based on customer mood, thereby enhancing personalisation and responsiveness, which are key aspects of effective customer service.
