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 msg.ai 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.