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Netomi

Netomi

Overview

What is Netomi?

Netomi is an AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a strong customer experience. Netomi works with global retail, travel & hospitality, telecommunications, finance…

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Recent Reviews

TrustRadius Insights

Netomi's AI-powered chat tool has enabled businesses to solve complex issues and continuously improve their capabilities while saving time …
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Pricing

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What is Netomi?

Netomi is an AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a strong customer experience. Netomi works with global retail, travel & hospitality, telecommunications, finance and…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Netomi?

Netomi is an AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a strong customer experience. Netomi works with global retail, travel & hospitality, telecommunications, finance and insurance companies including WestJet, Nestle and Singtel.
The vendor states the Netomi platform autonomously responds to over 50% of a company’s customer service tickets across email, social and chat. It leverages a combination of natural language understanding to accurately respond to tickets with precision and speed. The platform uses deep learning to continuously improve over time.

The Netomi platform integrates with core business systems including Order Management Systems, CRM platforms and Inventory Management systems to resolve customer service tickets, not simply respond to incoming queries. The platform also enables predictive and proactive support, leveraging product, customer lifecycle, and contextual triggers to anticipate needs and solve customer issues before they happen.
Netomi combines machine and human intelligence. The AI responds to the everyday support tickets, freeing up human agents to manage more complex tasks. Agents are more fulfilled as mundane tasks are eliminated, and customer happiness soars with faster resolutions.
Backed by Index Ventures, Bowery Capital, and Y Combinator, Netomi has offices in Silicon Valley, New York and India.

Netomi Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Netomi's AI-powered chat tool has enabled businesses to solve complex issues and continuously improve their capabilities while saving time and money. By deflecting a significant number of calls from the contact center, the product has enhanced the guest experience and freed up agents to prioritize building more value for customers. Users have successfully automated answers to the top 60% of customer questions and issues while maintaining high-quality responses.

The natural language understanding (NLU) capabilities of Netomi's chat tool across over 100 languages gives users confidence when rolling out the AI to new regions. This feature has allowed businesses to scale support with ease by understanding customer needs and creating customized content. The product's analytics capabilities have also been beneficial in this regard, empowering users to understand customer needs accurately. Furthermore, Netomi's customer support automation has significantly reduced response times without requiring additional support agents, particularly during peak seasons, making it efficient and informative in providing fast replies to support questions and alleviating the workload for agents. These features have helped businesses save thousands of hours of agent time and reallocate resources previously used for live chat to email and phone support.

Intuitive UI: Several users have praised Netomi's intuitive and well-organized user interface. The design has made it easy for laymen to use, reducing the learning curve in implementing chatbots.

Outstanding Customer Support: Many reviewers have commended Netomi's customer support team, which was always available to help throughout the sales process, implementation, and launch of their product. The account representatives were accommodating and hands-on.

Effective AI: A significant number of users found that Netomi's AI was effective in handling spikes in ticket volume with ease. Training the AI to deflect and resolve thousands of tickets saved companies millions of dollars while allowing support teams to focus on more challenging issues.

Lack of Communication: Some users have expressed that there could be more communication around changes in the Netomi team to avoid confusion.

Limited Analytics Customization: Several reviewers felt that the analytics provided by Netomi are not detailed and customizable enough for their needs.

Time-Consuming Implementation Process: A few customers mentioned that the initial implementation and setup of Netomi takes quite a bit of time and attention, which can be difficult for small teams looking to see quick progress.

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