msg.ai has a new, exciting name: Netomi

Written by Puneet Mehta  on   Aug 21, 2019

We’ve grown. We’ve evolved. We’re ready for a new brand identity. We’re now Netomi

Our Mission, Time and Love 

The two best gifts you can give someone are time and love. That’s what we want to enable every company on the planet.  

We’re giving time back to consumers that they previously spent waiting for a resolution. We’re giving time back to employees, eliminating repetitive and monotonous tasks. Now, these employees can spend their time on much higher value work. From this time, it grows brand love from both customers and employees, unlike anything we have ever seen before. 

Welcome to the relationship economy 

Thankfully, the world looks a lot different than it did when we started four years ago. We now live in a relationship economy. Customer experience is now at least as important as product quality and price in determining where people spend their money and assign their loyalty. Customer service has now become a major point of differentiation for companies of all sizes. 

Today’s customers expect more: outcomes, not just ownership; personalization, not generalization; constant improvement, not the status quo. The battleground for superiority in business is no longer earned from ruthless category dominance, but rather customer experience that relishes in effortlessness and ease. 

While our AI has always been leveraged to facilitate instantaneous and personal customer interaction at scale, we’ve now graduated to helping companies ensure that customer support is a business driver.  Named a Gartner 2019 Cool Vendor in CRM Customer Service and Support, our secure AI customer service platform is used by companies to automatically resolve over 50% of their incoming customer service tickets instantaneously on email, chat and messaging apps. 

In one example, we’ve helped our customer WestJet, embrace these new expectations by resolving more than 50% of all inquiries on chat instantaneously, which has driven a 24% increase in consumer satisfaction. These incredible results and more were recently recognized in a case study by Facebook. With such an impact, AI has become the biggest workforce multiplier since the invention of the computer.  

Our deep learning neural network ensures a company’s AI is continuously improving, and our rich conversation engine has hundreds of thousands of hours of real-world training and experience to ensure a greater understanding of context and delight. Providing a world-class customer experience, that significantly boosts customer satisfaction, is core to what we do and something we take a lot of pride in. 

Our new identity                                                                                                

Netomi, a combination of three words (Net, Om and I), is truly representative of why we exist. We empower businesses to leverage the “Net” (sum) of our AI and their human capital for connecting with what is fundamental to them (“Om, the primordial sound”) to bring out their best self (“I”) for their customers. 

We’ve picked the caret as our main mark to showcase how we are a business and workforce exponent. [^n = raised to the power n]. Whatever our customers are doing best, we raise it to power. 

We’re ushering in a new era of customer interaction that is magical and effortlessly easy. We’re creating a world where work is delightful and meaningful. We couldn’t be more excited about this future that’s already happening. While stepping into the next stage of growth, we have a lot of people to thank for the amazing ride so far – our customers, investors, advisors, platform partners and, of course, everyone at Team Netomi. 

Come join us on this exhilarating journey. This rocket ship taking off in 3…2…1!

How AI Can Painlessly Upgrade Customer Service For Travelers

Written by Can Ozdoruk  on   Aug 21, 2019

Let’s explore how AI can drive customer satisfaction in travel and tourism  

Guests expect quick, convenient, and personal resolutions on their channel of choice. Chatbot statistics can help prove that customer service is a core driver for overall customer satisfaction, loyalty and future spend on travel and tourism. Without leveraging AI and customer service, it’s cost-prohibitive for companies to scale efforts that meet these quick-rising demands. According to our travel and hospitality customers, AI travel chatbots can resolve over 50% of pre-, day-of, and post-travel customer service issues in less than one second.

 A study published in the Harvard Business Journal found that responding to customers in five minutes or less when they have an issue leads to a willingness to spend $20 more in the future for a ticket on an airline.

Hotel rooms and plane seats look remarkably similar. Exceptional customer care is how travel and hospitality companies stand out and build brand love. In fact, while 46% of customers took loyalty programs into consideration,  60% say great customer service is critical. [Read how we’re helping WestJet drive high CSAT here.]

AI can manage sky-rocketing volume across an increasing number of channels

Airlines, hotels, and OTAs are experiencing a surge in customer service queries across customer support email, chat and messaging. A large percentage of these tickets, however, covers just a few topics and scenarios (i.e. flight status, baggage policies, etc.). AI can be trained to answer high-volume, highly-repeatable queries from historic call and email logs, and social messaging and chat history. Through machine learning, the AI will understand the various ways that a guest might ask the same question. The more data that is available to use in training the AI, the more accurate the AI will perform.

AI Agents remove the mundane work from the sphere of responsibility of the more expensive human agents. Agents are freed up to focus on the most pressing, high-stress customer issues (such as rebooking a missed flight). Agents are more fulfilled, so companies see lower agent attrition and save significant resources spent hiring and training new employees.

In Practice: Delegate repeatable guest issues to AI

AI can deflect the guest issues below from costly call centers: 

  • Booking: Discovery questions related to available flights, last-minute pricing and options can easily be delegated to AI for quick, accurate responses. Through integrations, such as the Zoho chatbot, an AI Agent can reply to questions like “Do you have any rooms available in Chicago tonight” or “Can I get on an earlier flight” immediately. 
  • Upgrades and value-added services: Once a ticket is booked, an AI Agent can also provide information on policies, cost and real-time availability for questions related to upgrades and ancillary purchases. “Can I get upgraded to a suite”, “Is there free wifi on my flight” or “Is business class available on my flight tomorrow” can be easily delegated to an AI Agent, never getting in a human agent’s queue, while also driving revenue through effortless interaction (i.e. one-click upgrade presented during the conversation). 
  • Status: “Is my flight on time”, “Can I check-in” and “What gate is my flight departing from” are a few examples of status-related questions that represent a large volume of tickets to customer care teams. An AI agent can easily handle queries like this with precision and speed.
  • Policies:  Policy questions like “How many bags can I bring” and “How much does an extra bag cost” are mundane questions that are easily automated with AI. With basic questions answered immediately, CSAT will soar.
  • Billing questions: Post-trip or purchase, many people have questions related to the specific charges or taxes they see. AI can provide initial color into various charges, answering questions like “why was my bill so high” or “what are these taxes for”.
  • Disruptions: AI can act as the first line of defense during weather delays, cancellations, and other disruptions. AI can gather customer information and pull booking options for a human agent to quickly manage.
  • Loyalty Programs and Points: An AI Agent can help people access information related to their loyalty status, miles/points earned, opportunities to “cash in” their rewards or help a traveler get credit for a recent stay or flight. A virtual agent can facilitate loyalty program support through simple API integration.

Click here for the 15 best customer experience tools to elevate CX.


AI can power five-star service, and pay off in the future spend 

Customer service represents an incredible business opportunity to drive revenue growth and dramatically increase CSAT for travel companies. It’s no longer strictly a resolution capacity, but a critical differentiator. Traveling is complex – logistically and emotionally. Issues happen and questions arise. And when they do, travelers have very high expectations for customer service.

Convenient, low-effort support across pre-booking, booking, and post-trip is what customers expect right now. But without bringing AI into the workforce, it’s very difficult for companies to meet these expectations.

AI customer support can delight customers with immediate resolutions while supercharging human agent productivity. Travel companies will also enjoy enormous cost savings by optimizing human agent time and reducing agent and customer churn.

Are you a travel and tourism company that’s ready to increase customer satisfaction? We’d love to chat.

For more information chatbot tools or AI customer service, visit:

Zendesk customers now have access to the Netomi Virtual Agent, a powerful AI counterpart for human agents

Written by Shail Gupta  on   Aug 21, 2019

Netomi has launched the Netomi Virtual Agent that extends Zendesk, Inc.’s leading cloud-based customer service platform. Netomi’s Zendesk chatbot integration enables companies to leverage AI to provide faster resolutions to customer service queries, responding in seconds. 

We already work with many Zendesk customers, and our new app will make it incredibly easy for companies to easily introduce AI customer support into their customer experience workforce. Through seamless integration into the Zendesk dashboard, companies can leverage Netomi’s AI to automatically resolve tickets or empower human agents at a virtual contact center to work more efficiently with AI-recommended responses. By leveraging AI, companies dramatically reduce response times, boost agent productivity and provide a brilliant customer experience.  

“Zendesk helps organizations build better relationships with their customers. Through this partnership, we’re giving companies the power of AI to deepen those relationships by meeting quick-rising customer expectations for immediate and convenient support. Simultaneously, we’re empowering agents with transformative efficiency. Our platform automatically resolves over 50% of a company’s incoming service tickets immediately, without delay. Our customers delight customers with quick resolutions, and enable agents to focus on complex customer needs,” said Puneet Mehta, Founder, and CEO of Netomi. 

The Netomi Virtual Agent for Zendesk app, which works across customer support email and website chat, provides: 

  • AI-assisted responses:  The Netomi Virtual Agent drafts recommended responses for human agents to review, edit or approve before responding to a customer. This enables companies to respond and close tickets within minutes. 
  • Full automation capabilities: Companies can delegate certain use cases to the Virtual Agent to automatically resolve and immediately close tickets. If a customer asks an untrained question, the Virtual Agent creates a ticket within Zendesk for an agent to manage directly. 
  • Data discovery and training: We work with our customers to identify where AI can make an impact. Within the Netomi AI Studio, companies select pre-trained AI skills and customize responses to align with their brand personality and business policies. 
  • Robust analytics: With the Netomi Virtual Agent you also have access to Netomi’s full suite of analytics including average handle time, first response rate, AI Performance score and more. Our customers can also view untrained queries to plan and prioritize future training. 
  • Integrations: Connect with core systems business systems including Order Management Systems, CRM platforms, and inventory management systems to resolve customer issues, not simply respond. 

To get started, visit the Netomi app page in the Zendesk App Marketplace by clicking the link above in the first paragraph. 

Zendesk customers, we look forward to providing brilliant customer service with you! Questions about our Zendesk chatbot integration? Get in touch and we’ll get back to you right away. 

Find and Solve Customer Problems Before They Do with Customer Service Analytics

Written by Can Ozdoruk  on   Aug 21, 2019

The future customer contact center is here. Learn how businesses of all sizes can get out in front of issues and truly delight customers leveraging predictive customer service analytics. 

Predictive customer service analytics make the impossible possible.

Imagine being able to reach out to a customer to let them know there’s an issue and you’ve already found a solution that’s underway. All before she is even aware there was a problem in the first place. Or being able to anticipate how a person can have a better experience with a product and let them know in the exact moment of relevance. 

Customer service analytics is quickly maturing, paving the way for proactive and predictive care. For generations, consumers contacted a company when they had an issue. It was very disruptive to a person’s life: when you had a problem, you stopped doing whatever else you were doing to search for the contact information and reach out, only to be placed on hold or otherwise have to wait for a response. This led to widespread customer frustration. 

As our society becomes more customer-centric, we’re seeing companies of all sizes start to leverage customer service analytics to get out in front of issues and anticipate problems before they exist, delighting their customers with pertinent information at the exact moment of relevance or identifying opportunities to surprise a customer with a hyper-relevant experience. 

Acting on predictive customer analytics opens the door to build brand love as we’ve never seen before – with customers truly believing that a company is looking out for them and has their best interests at heart.

Dream Big: A Glimpse at What’s Possible with Customer Service Analytics 

When thinking about how predictive customer service plays out in real life, it’s important to pinpoint various issues that occur based on your customer lifecycle, product usage and maturity, and situational-context.

Here are a few examples: 

  • A person is waiting for a ride-sharing car service. The company lets them know that if they walk 4 blocks, they can shave 10 minutes off of their total travel time based on real-time traffic patterns.
  • An airline recognizes that based on current traffic conditions and security line congestion, a person is going to miss their flight and sends rebooking options.
  • A company that makes vacuums lets a person know that they need to replace their filters after they have owned it for two months and not repurchased replacement filters. The company provides a seamless way to place an order (i.e. a one-click check-out in a social message feed) and a step-by-step tutorial once their order arrives.
  • An electricity company lets customers know that a team has been dispatched to fix a power outage in their area, and the estimated restoration time is 2 hours.
  • A company anticipates a customer is about to churn, or jump the ship, so it reaches out with a personalized incentive to extend a contract.

This looks worlds apart from stories like Frontier Airlines failing to have any communication with the parents of two young children who were traveling solo and diverted to another airport due to weather. The poor parents never received an update until their children borrowed someone else’s phone. Had the airline had an AI-powered travel chatbot in place, a message could have been automated to the parents as soon as the decision was made to land at a different airport.

The Nitty-Gritty: How to Implement Predictive Customer Service Analytics 

This all sounds truly magical, but is it actually possible

If companies start putting their data into action and leveraging AI to scale efforts, predictive customer service is achievable. Companies need to leverage predictive algorithms to identify patterns from a sea of historic data and empower AI to act on signals from various internal systems (CRM, order management, etc) as well as contextual triggers within the burgeoning Internet of Things. Companies can then automatically reach out to the right customer with the right information at the right time. Here’s how to get started: 

Identify Issues

Analyze past data to find patterns based on product maturity and consumer behavior. Understand when people are reaching out and why, and leverage machine intelligence to determine how this correlates between various audience segments and within different contextual circumstances. This will help you pinpoint various opportunities to solve an issue on an individual level (i.e. You might find that first-time customers reach out for product support after 12 months facing this specific issue. You can proactively intervene and provide steps to maintain top performance).

Tap Into Context

Whenever possible, act on signals from the physical world to anticipate issues before they happen. This can be from third-party data like weather and news, from location and other personal data that a customer has shared with you, as well as from a growing number of “things” in our lives – i.e. smart refrigerators, TVs, and even crockpots. With more products becoming connected, it’s now possible for companies to anticipate when a product may need support or is at risk of malfunctioning, enabling you to reach out with the right advice or even schedule an in-home repair. Volvo, for example, uses signals from its Early Warning System to predict when parts might break down and under which weather conditions. The company could use this to alert drivers in a specific area who have not had service in over one year to make sure to rotate their tires as a snowstorm develops on the radar.

Personalize to the Individual

Identify when – and with what – to surprise and delight a customer with a special offer or upgrade. Predictive support is really offering personalization on overdrive. Caesar’s Palace, for instance, leverages troves of historic data to anticipate which upgrades to offer to specific guests, understanding that free meals would make some guests salivate while others prefer entertainment options. Netflix, on the other hand, sends personalized emails of things to watch this weekend based on your viewing habits.

Empower AI to Act

When things change within your CRM (i.e. your customer has owned a printer for 3 months and is most likely going to run out of toner), inventory management (i.e. a sweater is back in stock), or logistics (i.e. an order is delayed), you can automatically reach out with relevant information in the moment of relevance. It’s not possible to scale predictive customer support without the help of AI. Leveraging deep learning, you can fine-tune your modeling over time based on how customers behave and how CSAT changes. You might find, for instance, that reaching out 10 weeks instead of 12 to prompt someone to repurchase toner results in more revenue and happier customers.

Predictive customer care is the future of the contact center. Solving issues before they exist and individualizing a moment to enhance the customer experience will define the companies that are truly customer-centric.

Are you ready to get out in front of issues and be the ultimate hero in your customer’s eyes?  Let’s chat about how we can enable your company to act on predictive customer analytics today.

For more information on AI and customer service, visit:

Why I Joined Netomi

Written by Assaf Barnir  on   Aug 21, 2019

Hyper-Growth. Deep Technology. Dynamic Leadership. 

This is why I’m now working at Netomi as VP of Customer Success. I saw an undeniable cross-department passion for the AI the company is building and an unwavering dedication to providing value to the market and their customers. The energy and ambition from everyone at Netomi is contagious. And this is a bug that I wanted to catch too – who wouldn’t? 

I’ve worked at companies across all different stages of their development – from scrappy startups (don’t ask) to established companies (important but slooowww). I’ve executed various go-to-market plans, managed radically diverse customer types and sizes across multiple technology segments. I’ve led teams at Zendesk, Qordoba, and Pubnub, among others. 

In my entire career in Silicon Valley, I’m more excited than I have ever been to work at Netomi. 

Netomi not only leads the industry, they’ve also defined it. Netomi envisioned the future of customer service – quick, convenient, effortless, channel-less –  and are executing on this vision with incredible results (just take a look at how WestJet is transforming its guest experience).  Netomi places a premium on research, development and people, and this has paid off. Not only has Netomi built the best AI chatbot in terms of raw ticket resolution automation rate, but it has also developed the most sophisticated AI customer service platform for customer support in the industry.  

Every company, in every country, needs to provide amazing customer service. The customer experience is tied more to a company’s overall health than ever before. The growth trajectory and market potential are out-of-this-world. 

The leadership team is positive (try me!), ambitious, and open. The advisors and board members are top-notch. Netomi has brought together a team of smart and talented people who are all experts in their crafts, have their eyes on the ball, and work amazingly together. And of course, it’s not all work ALL the time; our teams around the world – including in Silicon Valley and New York City – know how to let loose, have fun and talk soccer.

I pride myself on being a radical and daring Customer Success Executive with a natural ability to accelerate exponential company growth. I will work tirelessly as a customer advocate for companies of all sizes that Netomi has the privilege to work with and deliver a best-in-class user experience. 

This is going to be a fun ride. Come join and work with me. We’re hiring.

How Retail Companies Can Increase CSAT and Build Brand Love

Written by Can Ozdoruk  on   Aug 21, 2019

Customer happiness: it’s something every retailer strives to cultivate. Traditionally done through birthday messages with coupons, free gifts with purchase or quick-fire sales, making business decisions with a goal to increase CSAT is at the core of every retailer’s strategy.

While all of these efforts are still very much loved by customers, retail CSAT is increasingly driven by customer service.

Your customers today have heightened expectations for customer support. More than ever, customer support directly impacts loyalty and dictates where people spend their money. Consider this: 59% of consumers have higher expectations for customer service than they did just a 1 year ago and 61% have switched brands due to poor customer service. Customer service is now a way to differentiate.

Retailers must think about meeting customer demands for personal, immediate and convenient customer service to increase retail CSAT. To build brand love through customer support, focus on these core areas.


Exploring a new CRM solution? Learn more about two of the industry leaders in our Intercom vs. Zendesk review.


9 Core Areas Retailers Should Focus On To Increase CSAT 

  • Decrease First Response Time (FRT)

Get back to your customers right away. Respond as soon as possible, even if you are simply acknowledging a person’s issue while you work behind the scenes to resolve it.

How quickly you get back to someone impacts whether a person believes your company cares and that their issue is important to you. Leverage AI with your existing e-commerce software as the first line of defense to respond in less than one second – whether it’s offering a full resolution to a question (i.e. Your order will arrive by 8 pm), gathering additional information from the customer (i.e. what’s the reason for your return?) or letting them know when someone will be in touch (i.e. Our design expert will get back to you at 8 am).

Feeling heard and knowing that your issue has been acknowledged goes a long way.

  • Reduce Average Handle Rate

Streamlining the entire process of resolving an issue centers on reducing the amount of effort your customers have to put in. The burden needs to be with the company, not the customer. Tailor the interaction to the channel to create a sense of effortlessness. For instance, if you’re providing support via chat, be as brief as possible and ensure the interaction has been adapted to a messaging interface (i.e. less formal, shorter messages). Even if there are more messages exchanged, don’t make your customers read long-form text in a small window. On customer support email, however, streamlining the resolution is about limiting the number of messages exchanged. If something is not resolved immediately, strive to ask for all the information needed in one shot.

  • Be Available Cross-Channel

Today’s consumers demand you respond to them wherever they hang out, and the number of channels is increasing rapidly. If you only support one/two channels you are behind. Your customer support organization needs to scale across email, chat, messaging and voice platforms. Read more about the importance of cross-channel support here.

  • Provide Fast and Free Shipping

Offering free shipping is not just a way to increase CSAT, but a great business decision: 61% of people are “somewhat likely” to cancel an order if free shipping is not offered and orders with free shipping average around 30% higher in value.

In the age of Amazon Prime and larger companies rushing to maintain market share, free shipping has become a near-universal expectation. In addition to offering complimentary shipping, enable your customers to get real-time updates on their orders whenever – and wherever – they want.

  • Ensure the AI Retail Bot Understands What Your Customers Are Saying

As brands start to turn to virtual agents to scale customer service practices, it’s critical that AI enables people to engage in natural conversation. People don’t want to be confined to keywords, they want to ask a question and describe a situation in free text.

However, if an AI agent gets confused easily, customer frustration skyrockets. Leverage Natural Language Understanding (NLU) to decrease the likelihood your customers get a message like: “I don’t understand. Please ask in another way.”  or “Please select your issue from the list below.” With an advanced NLU, your AI will be able to understand a greater variety of slang, short-form, and other utterances to accurately classify your customers’ intent and therefore, reduce frustration. 

For example, someone can ask “where’s my order” in hundreds of ways  – Is my package here? Where is my shirt? Is UPS coming to my house today? Virtual agents need to be able to understand the intent behind all of these is the same, just like a human would.

  • Offer Seamless Returns

The number of returns is surging along with the boom in eCommerce purchases. Ensure you offer a frictionless, transparent returns process and personalize the experience as much as possible. In a simple example, if a new customer is reporting that a product showed up missing pieces, acknowledge that you hate that this is their first experience with your brand, that this sort of does not happen regularly and provide a coupon for a future purchase.

  • Proactively Solve Potential Issues

As soon as you know about a potential issue (i.e. a package is going to be delayed), let your customers know. By telling them about an issue before they even realize it exists will make them feel like you have their back. Identify various ways to offer proactive care along the entire customer journey, for instance anticipating when a product needs maintenance or a replacement part to ensure it works well. This all feeds into a feeling that the brand has their best interests in heart, and thus, increases their affinity for a brand.

  • Always Offer A Human “Out”

If you are leveraging AI customer service to assist customers, make sure they can always be escalated to a human agent. Some customers will always prefer interacting with a human, and some situations will always be better suited for a human. Let your customers know how they get transferred to a human agent whether that’s a menu option in a chat, a button in an email signature or through a keyword.

  • Check-In

Ask your customers how you’re doing solving their issues and what can be improved. Follow up with customers to gather honest feedback, and take their feedback to heart.

Retail CSAT is tied more to customer service than ever before. In order to build brand love in an increasingly competitive retail ecosystem, retailers must meet consumer demands for personal, immediate and convenient support – on an increasing number of channels. Bringing AI into the workforce enables companies to significantly boost CSAT significantly – in one example, our customers saw an increase in over 24% in a few short months.

Are you looking to scale retail CSAT? Get in touch today.

To get more of our insights on retail customer service before you contact us to request a chatbot demo.

Netomi Named a 2019 Cool Vendor in CRM Customer Service and Support by Gartner

Written by Can Ozdoruk  on   Aug 13, 2019

Netomi has been officially named a ‘Cool Vendor’ by Gartner in their latest report, ‘Cool Vendors in CRM Customer Service and Support’ ID: G00388470, published on May 17, 2019.

The report notes that “customer service and support leaders are looking for innovative ways to differentiate their organizations through digital transformation.”

“Customer service application leaders”, the report states, “must identify cutting-edge technologies to improve consistency and personalization in service experiences without increasing the effort for customers, or the time needed for triage and routing.”

As noted in the report, “the Cool Vendors in this research can help in areas such as personalization, cross-channel engagement continuity and unstructured communications analysis.”

“We’re honored to be recognized by Gartner as a Cool Vendor in their 2019 report,” said Puneet Mehta, Founder / CEO, msg.ai. “ The battleground for superiority is no longer category dominance, it is customer engagement. In order to meet fast-rising consumer demands for personalized, convenient and instantaneous resolutions, companies must leverage AI as part of their workforce. Our customer service platform combines machine and human intelligence to automatically resolve 50% of customer service tickets, boost agent productivity and delight customers with faster resolutions.”

Disclaimer:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.