Netomi’s highlighted as a Growth Vendor in Forrester’s New Tech: Conversational AI For Customer Service Report!

Written by Can Ozdoruk  on   Jul 26, 2019

We’ve been featured in Forrester’s New Tech: Conversational AI For Customer Service, Q2 2019 report. This latest Forrester AI report is available to check out here

The report focuses on the incredible growth of conversational AI within the enterprise, noting that “conversational AI tools could rewrite the rulebook for customer service, demanding new metrics and service process design.” 

The report found that “thirty-one percent of global telecommunications technology decision-makers who are significantly involved in contact centers cited customer-facing chatbots as a top priority for technology investments.” That’s just the tip of the iceberg when it comes to telecommunications industry trends.

Contact centers are increasingly turning to AI customer support to deflect tickets from expensive human agents, enable human agents to focus on more complex issues and scale service to new channels, according to Forrester. 

Netomi’s was featured as a Pure Play, Growth-stage technology provider. Pure Play providers “focus almost exclusively on building conversational AI for enterprises. They rely on integrations with existing communication channels that their customers have deployed and, as such, tend to be very vendor-agnostic.” 

“We’re so excited that our technology is being recognized by the trusted and sought-after thought leaders at Forrester. We’ve worked tirelessly to create a sophisticated AI solution that addresses the real customer service issues facing enterprises, including skyrocketing costs as the number of channels, increase while customer demands also quickly rise,” said Puneet Mehta, Founder / CEO, Netomi.  “Never before has customer service had such a direct impact on a company’s bottom line. It now plays a fundamental role in people’s buying decisions.  Our AI can multiply a company’s workforce to enable companies of all sizes to scale the immediate, convenient and personal support to every customer, any time, anywhere.”

Netomi’s AI customer service platform automatically resolves over 50% of a company’s incoming customer service queries on customer support email, chat and messaging, freeing up human agents to focus on more complicated customer issues. Netomi’s AI also boosts agent productivity by acting as the first line of defense, gathering information from customers or business systems, before routing to the right agent. Netomi can be deployed on any channel, in any vertical – from AI in retail, to telecom customer service, to operating a travel chatbot, and so much more. The technology can also recommend replies and actions to human agents to approve, edit or reject. 

Discover the key questions to ask when scheduling a chatbot demo. To learn more about the Netomi AI platform, get in touch today. 

New eBook: Transforming Customer Support with AI

Written by Can Ozdoruk  on   Jan 30, 2019

The promise of bots made many companies jump in early with lofty AI predictions. AI customer service solutions opened the door for a new type of connection with consumers:

  • 1-on-1 direct conversations
  • On-demand 24/7
  • At scale

This gold-rush led to a plethora of purposeless bots that held little value, could not help consumers accomplish a task or enable them to engage in conversations naturally, as would be expected on the messaging channels in which they were deployed. As a result, Forrester predicts that backlash will start to emerge against these purposeless bots.

Companies can’t afford, however, to not deploy AI within their customer service channels. Consumer expectations for immediate, personal support are increasing; it’s becoming a key differentiator, akin to cost and quality.  Without the help of AI, it’s difficult, and very expensive, to meet consumer expectations through an omnichannel experience.

How can companies protect themselves against negative consumer predisposition and effectively leverage AI to transform customer service?

  • AI as a workforce multiplier: Companies need to use AI in tandem with human agents. Delegate the issues that AI can handle with high accuracy while leaving human agents to focus on more sensitive, complex issues from the start.
  • Solve real business issues: Don’t deploy a bot for the sake of having a bot. Identify the specific support issues that can be automated by AI predictions, like repeatable, low business risk, minimal exception management. Then enable your AI to learn from the droves of historic data that exist.

In our most recent eBook, we explain how AI can be the catalyst to accelerate a digital support organization to a customer relationship powerhouse. You’ll learn:

  • How to scale customer and agent happiness with AI
  • The real benefits of adopting AI to transform digital customer support
  • How customers perceive the customer support they receive today
  • What to keep in mind when adopting AI to make a measurable impact on CSAT and ESAT
  • How to train an AI to ensure a business sees an immediate impact and increased ROI

To read our eBook on how companies can launch a bot that enhances the customer experience featuring Forrester research as well as a recipe for launching a successful customer service AI, visit here.

For more information on customer service, check out:

5 Winning AI Strategies for Customer Service

Written by Can Ozdoruk  on   Nov 17, 2018

Forrester’s Ian Jacobs recently joined Netomi’s Founder & CEO, Puneet Mehta, as a featured guest in a webinar where they unveiled how world-class companies can create real-world AI in customer service. No more buzz or hype. It’s all actionable strategies that can be used today to deploy AI that serves both your customers and employees.

Watch this video to learn Forrester’s perspective on how AI can be effective within customer service and recommendations on how you can start achieving efficiency today. Netomi’s Puneet Mehta revealed how AI allows you to create unique customer experiences in this video and Ian and Puneet together outline a Customer Service AI Roadmap here.

Puneet and Ian outlined 5 strategies for winning AI customer service:

AI Strategies, Part #1 – Automate the right support issues with AI [Watch Here]

Watch the video to learn how to:

  • Identify the right problems to delegate to AI
  • Automate issue resolution while delivering to your brand promise
  • Maintain human intelligence and use AI to empower agents

AI Strategies, Part #2 – Improve agent performance with AI [Watch Here]

Watch the video to learn:

  • How to use AI as a workforce multiplier, making work less stressful for agents
  • How to leverage AI to handle the prep work, so agents can focus on resolution
  • Different human+AI collaboration approaches and what works for your company
  • Ways to let AI triage and route issues to the right human agent for faster resolution

AI Strategies, Part #3 – Achieve high CSAT with AI [Watch Here]

Watch the video to learn how to:

  • Build an AI so you can avoid a “50 First Dates” moment with your valued customers
  • Design AI experiences that work for your customers—respectful, friendly, accurate
  • Leverage AI the right way: speedy resolution at times, and more empathetic, deeper connections for others

AI Strategy, Part #4 – Measure AI as if it were your employee [Watch Here]

Watch the video to learn how to:

  • The shift from technology KPIs to measuring the business impact of AI
  • Evaluate AI’s ability to resolve, learn, work with others, and be proactive
  • Go beyond surveys and take a holistic approach when analyzing CSAT

AI Strategy, Part #5 – The new approach for customer service [Watch Here]

Watch the video to learn about:

  • Real-life scenarios where the predictive and proactive resolution will soon be a reality
  • How AI can help you identify signals to anticipate customer needs
  • How you can reduce support tickets by resolving issues before customers reach out

This was a captivating discussion on the current state of AI in customer service. If you’re thinking about modernizing your customer service operation without disrupting current agent processes, don’t miss these highlights!

For more information on customer service, check out everything you need to know about the omnichannel experience for customers in 2022.