A Customer Service Platform Built for Enterprise

Consumer-grade front end. Enterprise-grade back end. 
Our enterprise-grade customer service automation platform is industrial-scale without industrial weight. We make it as easy as possible to configure, manage and train the AI, and launch within seconds. A company does not need technical staff to use the platform – it can be used and run by customer support agents and their managers. We work beautifully in the channels where your customers are today, so you can support everyone, everywhere, anytime.

Process & System Integrations

Resolve more tickets with powerful back-end integrations
We resolve issues for your customers with precision and speed. We integrate with enterprise-grade back-end systems including Order Management Systems, CRM platforms, Inventory Management systems and more to provide real-time real value to your customers. Out-of-the-box integrations include Shopify, Magento, Demandware and many others, and we can integrate with any bespoke system that has a well-defined API.

Natural Language Understanding

Pre-trained customer service AI that understands conversational and industry-specific issues with highprecision
We can answer up to 50% or more of a company’s text-based traffic (email, social, chat and web forms). Our AI customer service platform has hundreds of thousands of hours of training, in over 30 languages, so we can understand what your customers need, no matter how they ask. We’ve conducted deep linguistic research and understand sentence syntax so we are able to accurately decipher a customer’s intent in every message, including local and digital slang.

Agent / Human Collaboration In One Customer Service Platform

Combine AI-powered resolutions with human-powered knowledge
Reduce customer frustration by allowing them on-demand, self-service support and resolutions, and frictionless access to human beings when needed. We make it easy to seamlessly hand off your conversations from a customer service automation situation directly to a human agent, all within the same user experience. Netomi seamlessly connects to human agents through out-of-the-box agent software integrations.

AI Studio

An intuitive command center for your AI
We provide an intuitive analytics dashboard that displays real-time performance data on key customer service metrics like average handle time, first response rate and CSAT. Our self-serve portal also lets business admins customize responses to their brand tone, then preview and test before publishing. It has a consumer-grade front-end, designed for the non-technical user.

Ongoing Reinforcement Learning

An AI that never stops improving
We have a continuous-learning AI that gets better with time. It’s like any human employee: experience and performance go hand-in-hand. We use a combination of supervised and unsupervised learning to boost intent classification capabilities, increase confidence scores and uncover new training opportunities to ensure that your customers are always getting the best support.

The Netomi Tech Stack for Customer Service Automation

Our customer service platform is powered by a combination of computational and deep learning engines.
World-class customer support starts with identifying which topics to automate, and which are better left in a human’s hands. Our Semantic Affinity Engine uses unsupervised learning to sift through and cluster your historic tickets and pinpoint the scenarios that should be automated. We don’t stop there; we ensure every use case passes our stringent business risk and response variance tests to set your AI up for utmost success.
We understand the nuances of the human language. Our global entity knowledge graph consists of millions of data points, and we create a localized graph related to your products and services. Our deep neural network expertly digests every message your customer sends to understand exactly what they need, every time.
Context is the catalyst for relevance. Our context engine enriches the response decision making based on individual customer data (like loyalty and history), time of day and day of the week, current location, social influence and other policies unique to the enterprise. This system is powered by integrations with CRM and other enterprise systems of record.
We make sure that the AI takes the next action based on your customer’s message semantics, context, policies,sentiment and its memory of any previous interaction. We never re-ask a question for information your customer has already provided, but know exactly what further information is needed to move forward. The result is a beautifully-crafted, human-like automated experience.
We take ‘surprise and delight’ to the next level. We enable you to proactively reach out to a customer before they even know they need something. Propelled by triggers in a product, lifecycle or other digital breadcrumb, you’re able to provide the exact information, tip, or repurchase ability when it matters most.
It’s not behind-the-curtain magic, it’s explainable AI. We offer full transparency into how an AI is performing and how it can be improved. Our Observation Module monitors every exchange and optimizes performance with deep reinforcement learning based on feedback from customers and our partners.

When Choosing A Customer Service Platform, Security Is Everything

We know that data security is fundamental to your business. It’s the foundation of consumer trust, which is why we
have implemented a stringent, world-class enterprise-grade secure architecture.

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