Netomi

What do you like best about Netomi?

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 Netomi?

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 Netomi 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 Netomi?

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 Netomi?

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

Recommendations to others considering Netomi:

Think big!

What problems is Netomi 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.

What do you like best about Netomi?

Netomi has been a spectacular partner the past three years; they have been proactively pushing and innovating to increase the number of calls our bot can deflect, but also where we can create better guest experience opportunities. Over this summer, our contact centre traffic increased by 5X and Netomi's AI helps us handle spikes with ease. It also provides us with analytics allowing us to understand changes in the market and content management system, allowing us to quickly get the right answers to our customers.

What do you dislike about Netomi?

Not much to not like, Netomi's global presence means we always have support when we need it, their customer success team is integrated with our product group and meets with us multiple times each week to make sure we are addressing changes and opportunities with ease. The self-serve tools they provide us to manage our bot have continued to evolve and improve, making managing the end-to-end experience and access to data more simple than ever.

What problems is Netomi solving and how is that benefiting you?

Guests what support on the channels they frequently use and on their own time. No longer can we simply expect someone to call and wait on hold, guests want immediate support and confidence we will give it to them when we say we will. With our bot, we are able to deflect a significant number of calls from our contact centre and improve the guest experience. For those scenarios where a human touch would better suit the question, our bot quickly steps aside and passes the conversation to a caring human to handle.

What do you like best about Netomi?

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 Netomi?

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 Netomi 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 Netomi?

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 Netomi?

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 Netomi 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.