Accenture has recently increased its focus on enterprise customer experience. This move has lead to an investment round in specialist Netomi to bring more agentic AI capabilities to its existing products.
The professional services company identified a growing business transformation opportunity stemming from the greater importance customers place on their experiences when seeking support, along with the potential for AI agents to play a bigger role in such processes.
Netomi brings conversational AI technology which Accenture indicated is relatively straightforward to deploy because it does not use code orchestration.
It provides companies with a range of AI agents capable of predicting what customers require and implement relevant actions. The technology is configured for multi-step workflows, enabling businesses to provide tailored responses.
Ndidi Oteh, CEO of Accenture’s customer-service focused Song unit, said agentic AI is “opening an entirely new chapter for customer experience”, providing brands with more opportunities to build rapport by delivering consistent and intelligent responses.
Accenture pointed to its own research which shows 87 per cent of customers would avoid a brand after a solitary bad experience to emphasise the importance of making the most of agentic AI capabilities.
Netomi netted $110 million in the funding round. Accenture’s Venture arm handled its involvement, though kept details under wraps. Other participants include Adobe Venture, WndrCo, SLW, Naver Venture, Metis Strategy and Fin Capital.
Source: Mobile World Live
Image Credit: Stock Image
