Netomi’s solution is purpose-built for AI-powered customer service. Compared to Answer Bot, Netomi can automate between 5x-8x more tickets depending on the industry (30%-50%). In fact, Netomi’s AI has recorded the industry’s highest resolution rate at 87% for WestJet. One major difference is that Netomi’s AI chatbots focus on personalized resolution rather than just deflection. Netomi’s AI chatbot is designed to replicate a human agent: it can decipher the intent of what a customer asks based on a semantic analysis and sophisticated natural language understanding (NLU). Additionally, Netomi can understand un-natural language, typos, emojis and errors. Netomi also maintains business-specific entity maps to understand business jargon, locations and information unique to specific industries.
If the Netomi chatbot hasn’t been trained on a specific topic it can pull articles from a knowledge base like the Answer Bot. Furthermore, Netomi’s AI bots integrate with back-end systems – like CRM or order management systems – to provide personalized, contextual resolutions for an individual customer, not simply generic articles. So, instead of just providing a link to an article on a return policy, Netomi bots can actually process a return. Netomi’s AI can also be deployed across a variety of channels including email and social, whereas Answer Bot can only be used via chat for now.