Accenture strengthens customer experience capabilities by investing in Netomi to scale agentic AI across enterprise service operations and customer interactions.
Accenture has announced an investment in Netomi through Accenture Ventures and a strategic partnership to accelerate enterprise adoption of agentic AI for customer experience.
The collaboration aims to embed Netomi’s agentic AI platform into existing technologies and customer touchpoints, enabling organisations to modernise service operations without disruption.
As customer expectations continue to rise and support volumes increase, organisations are under pressure to deliver faster and more efficient service. A recent Accenture report found that 87% of customers are likely to avoid a brand after a single negative experience.
Netomi’s platform is designed to help organisations respond faster and with greater precision while allowing human agents to focus on more complex interactions.
Advancing Agentic AI for Customer Experience
At the core of Netomi’s offering is a conversational AI platform with a no-code orchestration layer that enables coordinated AI agents to anticipate needs, take action, and improve service delivery.
These AI agents operate with shared context and goals, enabling measurable business impact across multiple channels while maintaining governance and compliance.
“Agentic AI is opening an entirely new chapter for customer experience. One where brands can respond with greater empathy, consistency and intelligence at every touchpoint. Netomi’s platform doesn’t just make service faster; it strengthens the connection between people and the brands they trust. Together, we’re empowering our clients to reinvent how they serve their customers seamlessly, responsibly and at scale so they can grow with confidence in an era of continuous change,” said Ndidi Oteh, Chief Executive Officer, Accenture Song.
Netomi’s AI supports a wide range of interactions, from resolving common queries to managing complex, multi-step workflows, enabling more personalised and efficient customer experiences.
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Improving Service Efficiency and Performance
The partnership is focused on helping enterprises deliver faster and more consistent customer service without increasing operational complexity.
“Our clients are looking for ways to deliver faster, more consistent customer service without increasing operational complexity. Netomi’s enterprise-ready agentic AI platform stands out because it acts as an intelligent extension of the human agents, improving response times and enhancing overall performance,” said John Bolze, Global AI Solutions Lead, Accenture Song.
“By partnering with Accenture, we’re equipping the firm that designs, implements, and operates customer experience inside the world’s largest enterprises with direct access to the Netomi platform, along with the playbooks and training that enable deployment at scale. Bringing the two together creates an end-to-end system for transforming customer experience with AI and will define the standard for how that transformation happens going forward,” said Puneet Mehta, Founder and Chief Executive Officer, Netomi.
Expanding AI-Driven Customer Experience
Accenture continues to invest in AI-driven solutions to help organisations enhance customer experience and gain a competitive advantage.
Through its investment in Netomi, the company is expanding its ability to deliver scalable, secure, and intelligent customer service solutions that support business growth and adaptability in a rapidly evolving environment.
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