Netomi Agentic AI for Customer Experience

What do you like best about the product?

We had a fair share of AI partnership and by far, Netomi's edge is the visibility on all works including the workflow that AI follows. We have a freedom to adjust the way we see it fit on how the AI should respond to every scenarios based off of our current processes. Other AI Based companies tend to gatekeep this - affecting the time spent on waiting for a fix + the vulnerability of having miscommunication along the way.

We're also lucky with our Customer Success Manager, Amanda Shadrack along with her developers who made us feel that we're valued as a client. She is hands-on and ensures collaboration is at 100% - though it took us 3 more CSM before settling to an amazing one.

The tool itself is user friendly. Even the technical setup on the tool is easy to understand with slight guidance, you can adjust in no time.

What do you dislike about the product?

Our overall experience is by far exceptional. The only hiccup was the other CSM that handled us which either gave empty promises or no action at all - it shows that the key to a lasting relationship with them really depends on how great the CSM is.

CSM drives the engagement of the client with their tool. Being someone that not just says yes to what we want to do but also throws in ideas to maximize our usage of the tool shows how well you're taken cared of. Us who is still in the adjusment phase of AI needs proper and constant guidance and should not be left blind exploring.

What problems is the product solving and how is that benefiting you?

Netomi helped us automate most processes that are constant in answers to ensure we filter out real and urgent customer situation and be efficient in time spent on resolution. Our CSM Amanda Shadrack also helps in providing ideas that we have not explored and helped tremendously in exploring the capabilities of the business.

What do you like best about the product?

The team at Netomi set the tone for what to expect in their products. Working with them has been a pleasure every step of the way and thus far the software has kept up with everything we've thrown at them.

What do you dislike about the product?

Our team at Netomi has changed a bit over time and I think perhaps a bit more communication around those changes would be beneficial.

What problems is the product solving and how is that benefiting you?

We're saving time and money as a result of Netomi. The chat too is by far the biggest help and our ability to solve complex matters with the bot allows us to continuously add to its capabilities.

Recommendations to others considering the product:

Think big!

What do you like best about the product?

The attention from your support and product team. The best feature is not a feature, it is Studio's UI. I use the reports page the most.

What do you dislike about the product?

I think that we could have more details and options for the reports/dashboards page

What problems is the product solving and how is that benefiting you?

We are looking for our CX's scalability

What do you like best about the product?

Out-of-the-box integration with a variety of CSM Tools (Zendesk, Gladly, etc.). The team also offers a straightforward and user-friendly interface that our team can use to personally optimize the BOTS, as well as create new intents for seasonal queries.

What do you dislike about the product?

OOTB reports and analytics provides great insights but would be better if can be customized to match the clients reporting needs. Phone Bots would also be a great addition!

What problems is the product solving and how is that benefiting you?

Average Speed of Answer (ASA) particularly for routine queries. With the launch of our Chat and Email Bots, routine and FAQ type queries are now resolved automatically allowing our human agents to focus on customers requiring human intervention.

What do you like best about the product?

Netomi has revolutionized the way our leadership team views the customer support department. We are a fast-growth company and ticket volume surges are a common occurrence. So much of the day-to-day used to be about solving the same types of questions over and over.

With Netomi, we’re finally able to breathe. The work that I do has massive business implications, which are celebrated by the organization at large. Training our AI to resolve and deflect thousands of tickets has saved our company millions of dollars.

Netomi has been a true partner. They've helped us with every question we've had and even proactively reach out to share the most up-to-date insights in the market.

What do you dislike about the product?

Not much comes to mind here. We've been burned in the past by other chatbot companies, promising high-quality AI, and getting stuck trying to make something work with clunky "duct tape" workarounds.

Netomi is in an entirely different universe. The team at Netomi is very communicative whenever they launch a new feature in their product, which seems to happen almost monthly.

We bought into Netomi because of its commitment to building the best AI in the market. As a result, we are massively reaping the rewards of their investment.

What problems is the product solving and how is that benefiting you?

As a company with many markets worldwide, we needed an AI that could understand many different languages. The Netomi team has the best NLU across over 100 languages that I've seen, which gives me confidence when rolling out the AI to new regions.

It’s incredible to have one tool that does it all: We use the AI on chat (in select markets) and email as well.

Money is often a sore subject because budgets for the customer service department have always been tight. With Netomi’s AI, we save our agents thousands of hours so they can prioritize building even more value for our customers. With all the extra time we’ve saved, our team has begun to generate meaningful revenue for our business, and leadership has taken notice.

What do you like best about the product?

The product, the teams attention (Brandon, Dylan, ...). Their availability and their results!

What do you dislike about the product?

Nothing! The product is great and it's so easy to work with the team.

What problems is the product solving and how is that benefiting you?

We were scaling a start-up in a moment of 1000% growth. Their product was essential to keep a good level of support.

What do you like best about the product?

All account representatives that have been assigned to our account have been extremely accomodating, hands-on, and helpful.

What do you dislike about the product?

It has been difficult for our team to see quick progress due to low volumes.

What problems is the product solving and how is that benefiting you?

Though our volumes are low, Netomi has helped us to reallocate resources that were previously used for live chat to email/phone.

What do you like best about the product?

The Netomi team provided outstanding support through the entire process - from sales to implementation to launch, they were with us every step of the way. The product itself was a great addition to our self-service model, allowing us to provide consistent, accurate help to customers for common questions, right when they needed it, and our support team could focus on the challenging, out-of-the-box issues.

What do you dislike about the product?

Initial implementation and setup does take quite a bit of time and attention, so for a small team like ours, it did take a little longer than we'd hoped to start seeing value. But the Netomi team was always with us, assisting where they could, and encouraging where they couldn't.

What problems is the product solving and how is that benefiting you?

We wanted to automate answers to the top 60% of the questions/issues that our customers were encountering with our software and services. At our first quarterly business review, I was delighted to see that we were well on our way to that goal. We also wanted to make sure that our customers saw a high level of consistency and quality in the responses they were receiving, and our metrics indicated we were headed in the right direction there as well.

What do you like best about the product?

Support and handholding is superb. Post deployment they provide weekly sessions and insights as to how the chatbot is performing and how it can be improved. Can be integrated to different platform such as Zendesk. End-to-end ownership of issues is commendable where they will reach out to yur ticketing platforms just to get issues resolved.

What do you dislike about the product?

Too many changes lately in terms of account support group, but good thing is that proper transitioning is there.

What problems is the product solving and how is that benefiting you?

Volume; self-serve, deflection.

What do you like best about the product?

- Support from the team
- Data-oriented tips
- Business-wise goals adequation to the project

What do you dislike about the product?

More insights from other companies can be beneficial, checking the processes and use cases that can be similar.

What problems is the product solving and how is that benefiting you?

- Decrease of First Response Time & Average Handling time
- Email deflection

Recommendations to others considering the product:

Having a place to track KPIs constantly has helped our team to improve our actions to take.