Accenture Invests in Netomi to Expand AI-Powered Customer Service
Accenture has invested in Netomi, a customer experience AI platform, and entered a strategic partnership to help enterprises deploy AI agents across customer support operations. The investment will integrate Netomi's technology into existing systems without disrupting current workflows.
The move addresses a concrete business problem: 87% of customers will avoid a brand after a single negative experience, according to an Accenture report. Support teams face rising request volumes and customer expectations that existing systems struggle to meet.
How Netomi's Platform Works
Netomi's core technology is a conversational AI system with a no-code orchestration layer that coordinates multiple AI agents. These agents anticipate customer needs, take action, and handle interactions across chat, email, and voice channels while maintaining brand compliance.
The platform handles both routine requests and complex, multi-step workflows. It frees human agents from repetitive tasks so they can focus on interactions requiring judgment and empathy.
What This Means for Support Teams
Accenture will embed Netomi's platform directly into customer touchpoints and integrate it with existing tools. The partnership includes playbooks and training designed for large-scale deployment.
"Netomi's enterprise-ready agentic AI platform acts as an intelligent extension of human agents," said John Bolze, global AI solutions lead at Accenture Song. "It improves response times and overall performance."
Netomi already serves major brands including United Airlines, Paramount, and DraftKings. The platform is designed to handle the complexity of large enterprise environments.
Why This Matters Now
Support operations are under pressure to do more with existing resources. AI agents that handle routine work while escalating complex cases offer a practical way to improve both speed and consistency.
Accenture brings distribution and implementation expertise to Netomi's technology. The partnership gives enterprises a path to deploy agentic AI without building systems from scratch.
Learn more about AI for Customer Support and AI Agents & Automation to understand how these technologies apply to your operations.
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