Netomi AI Review: Features, Integrations, and Pricing 2023
Netomi AI prides itself on helping businesses train and manage AI to deliver superior customer experience. Many companies need innovative tools to improve customer satisfaction and automate their customer service process. Unlike traditional customer service options that only operate within business hours, some solutions use AI to provide round-the-clock support to customers.
Netomi AI is one of these solutions. The customer experience platform is designed to ensure consistent customer response, deliver unparalleled accuracy, and automate high-quality support on chat, social media, and email channels. Netomi aims to help customers resolve their issues automatically before contacting the company.
This article discusses Netomi AI, its most notable features, pricing, and terms of service to know if it’s an excellent platform for driving business growth.
Netomi AI Overview
The platform Netomi is an AI platform for customer service, enabling companies to foster deeper conversations that are intuitive, empathetic, and emotional with their customers. Netomi, formerly msg.ai, has grown into a full support platform that offers customers great experiences via chat, voice, and email.
Since then, the company has dedicated its services to helping businesses meet customer’s rising expectations for immediate and effective resolution.
According to Puneet Mehta, the founder and CEO of Netomi, the brand’s purpose is to give time back to customers and human support agents. Rather than spend hours on resolution, these individuals can focus on higher-value activities.
How does the platform achieve this? Netomi offers several conversational solutions to automatically resolve 80% of monotonous and repetitive tasks, increasing customer satisfaction.
Netomi partners with world-class businesses like Shopify, Zendesk, Gladly, Live Person, Salesforce, and more to raise the customer service bar in multiple industries. The company’s efforts have attracted several recognitions and awards.
One significant mention: The Forrester featured Netomi’s framework in its 2023 best practices report, titled Take the Crisis Approach For Successful Chatbot Deployment.
- Established: 2015
- Founder: Puneet Mehta
- Office: New York, Toronto, San Francisco, and Gurugram
5 Core Features of Netomi AI
Expert Opinion
Rating: 4.4/5
Netomi is an AI customer service platform that resolves customer complaints, optimizes support channels, and enhances human support agents’ productivity with conversational AI and self-service features.
Many business’s customer service struggle with inefficiency and long wait hours. As a customer experience platform, Netomi AI works to standardize customer support, ensuring customers receive quick and uniform service quality.
We found the platform easy to deploy. Its user interface was simple, reducing the learning curve our customer support agents required to implement chatbots and resolve customer service tickets.
Although Netomi gives users feedback and analytics to understand customers’ needs, the company can consider making its analytics more detailed. This way, users can identify several key performance indicators to help them automate resolutions to repeatable issues and deliver quality customer support.
Another highlight of this customer service platform is its multi-lingual support. This functionality enabled us to serve a global customer base, as Netomi offers customer service in over 100 languages.
We like how its conversational AI feature made it incredibly easy for us to personalize customer experience. The customer interactions were relevant and unique, allowing us to improve brand loyalty. While using the tool, the company has made multiple changes to improve its service, which we found helpful in optimizing our customer service operations.
As a business thriving in the eCommerce, Fintech, SaaS, entertainment, travel & hospitality, and telecommunications industries, you’ll appreciate Netomi’s predictive functionality for anticipating customers’ questions and implementing solutions to address them before they occur.
Notable Features of Netomi AI
The following are some of Netomi’s most notable features:
1. AI Chatbot Assistant
Rather than spending longer hours resolving complex customer queries, Netomi’s AI chatbot assistant lets you improve your customer agent productivity. This feature helps businesses automatically resolve customer service tickets across email, chat, voice, and messaging. Thanks to its Natural Language Understanding (NLU) engine, the chatbots have high accuracy, so the chances of human agents performing manual tasks like tracking tickets are low.
You also get the option to put the platform’s bot on auto-pilot or co-pilot mode. By implication, its chatbots can fully help you resolve customer queries across all channels or act as an assistant by drafting responses for your agents to provide suggestions better.
Netomi’s chatbot assistants leverage generative AI, sentiment analysis, and deep learning to give customers a more human-like experience.
While most chatbots simply move conversations forward with prompted terms, Netomi’s chatbot understands the context of a person’s query for resolution. This feature also provides customers with autogenerated Q&As from a business’s existing knowledge sources, such as blog pages, PDFs, and help desks.
2. Customer Self-Service
Netomi offers self-service assistants, giving customers conversational access to your knowledge base. Hence, they can easily find the correct information to resolve their queries. For example, when customers visit your website, this feature refers them to resources or tools like tutorial videos, FAQs, online forums, and guides to enable them to address their needs independently.
With its automated customer self-service, you can reduce the need for human intervention, saving time for both customers and support staff. Many businesses will find this feature helpful for saving their IT and HR teams the stress of handling routine queries so they can focus on important tasks.
Once customers can find solutions without assistance, it becomes easy to direct their journey by including the necessary product information to meet their needs. Netomi’s customer self-service allows your company to offer 24/7 support and improve overall customer experience.
3. Predictive Analysis
For your business to provide superior customer support, you need to be in the know of customers’ complaints. This is where Netomi’s predictive analysis comes in handy. The platform uses data and analytics to forecast future customer needs, trends, and behaviors. For example, using the tool lets you gain insights into customers’ purchase intent, likelihood of churn, or preferred products.
This customer experience platform combines human intelligence and machine learning to identify patterns and relationships in your customer data. Instead of asking which services will keep customers returning for more or what type of experiences do they expect? You can meet and exceed customer expectations by taking proactive actions based on Netomi’s predictions.
4. Multilingual Conversational Support
Companies prioritizing multilingual conversational support in today’s globalized world can connect with a diverse customer base and tailor customer experience. Netomi features multi-lingual experience in over 100 languages. With this feature, your business can gain a competitive edge by catering to customers who speak other languages besides English.
When you provide support in multiple languages, there’s every tendency that your customers are likely to stay loyal. Aside from multi-language support, Netomi goes the extra mile to provide users with multi-channel customer service. This allows your employees to seamlessly switch between devices and channels, like email, chat, SMS messenger, social, voice, and search.
Let’s say one of your customer agents receives a query via telephone, and they want to use their web browser to continue the conversation. You can leverage Netomi’s multi-channel functionality to maintain consistency across all channels. Through consistency, any company can build customer trust.
5. Process/Workflow Automation
Your customers don’t have to wait till business hours to get a response. With Netomi’s AI-powered automation, customers can receive personalized resolutions quickly. The tool automates about 80% of your email tickets without human intervention.
This feature reduces response times without your business hiring more support agents, particularly during busy work hours. Not only does the customer service platform lessen the workload for agents, but it also allows businesses to reduce costs while providing quick responses to support questions.
Netomi AI Integrations
Since Netomi AI has out-of-the-box integrations with several top agent platforms, you’ll find adopting it simple. The service works alongside your business systems for end-to-end resolution. You can seamlessly integrate Netomi with all your existing customer communication software. This makes facilitating live agent handoffs, reducing customer frustration, and improving response times easy.
Besides, Netomi works excellently with many CX platforms that are designed to help improve customer experience. This integration allows you to train Neomi’s AI chatbots across all your company’s knowledge materials and sources to create a brand-aware AI system.
Depending on your company’s use case, you can integrate this customer experience platform with the following:
- Zendesk
- SalesForce
- LivePerson
- Genesys
- Gladly
- Shopify
- Freshdesk
- Sprinklr
- Zoho
- Khoros
Netomi AI Pricing and Plans
Netomi doesn’t display its pricing information on the website. You’ll need to fill out its contact form to get tailored pricing. Although the transparency of posting prices and plans can help you make better decisions, Netomi offers services for different industries. That means its pricing and plans come with customized features and large-scale implementation.
For example, the features it offers individuals in the fintech industry may differ from those in entertainment. Therefore, the platform cannot publish its pricing as they do not align with the tailored nature of its sale processes. This vendor requires potential customers to contact them directly. So, it’s best to contact Netomi’s support team for pricing.
Terms and Policies
Once you register or use Netomi’s services in any manner, you agree to its terms of service. Considering the platform respects users’ privacy, it only collects your social messaging platform details, email address, date of birth, location, phone number, job title, and company. The company can’t disclose your data to third parties without your consent.
Not to mention, Netomi gives users autonomy over their information. For example, you can request the platform delete your data or express concerns about it using your personal information. This customer service platform is only suitable for persons 13 years of age and older. Keep in mind that the company reserves the right to discontinue your use of its service with or without notice.
Customer Support
As a customer experience platform, Netomi offers robust customer service. You can reach out to the company via telephone, email, and live chat. The platform offers users a wealth of knowledge base resources on its website. There, you’ll find blog posts, case studies, webinars, and Netomi FAQs.
Through these resources, the customer service software demonstrates how it can help businesses use their knowledge base to optimize customer service interactions and resolve queries. So, the chances of contacting their support agent are slim, as it provides every information you need for easy deployment.
Nonetheless, you can fill out the contact form via their website to discuss its product demo or pricing with a customer service representative. You can also get in touch with Netomi through its social media pages or visit the headquarters.
Corporate Headquarters
Netomi
400 Concar Dr
San Mateo, California 94402
United States
Contact: (1) 209-7-NETOMI (638664)
Email: info@netomi.com
Conclusion
Netomi AI is vital for businesses aiming to create a seamless customer experience, enhance customer satisfaction, and gain a competitive edge in today’s customer-centric market.
With this platform, businesses can do away with the guesswork of how to resolve customer queries. It allows them to predict customer profiles, automate common requests, reduce churn, and offer a personalized experience in the blink of an eye. You can rely on Netomi to meet customers’ evolving expectations and ensure business growth.
Consider requesting a demo from Netomi’s customer support to experience their product in action.
Contributor: Jude Enosegbe
