Learn how to successfully bring AI into your customer service organization.

1. 1
puneet@netomi.com
@puneetmehtanyc

2. 2019 Gartner CRM Customer Service
and Support Cool Vendor
Puneet Mehta
Founder / CEO, Netomi
Forrester’s New Tech: Conversational AI for
Customer Service Pure-Play Growth Vendor, 2019
Who We Are
Board of Directors
Clint Smith
Partner, Index Ventures
Michael Brown
Partner, Bowery Capital
Dick Costolo
Former CEO, Twitter
Executive Counsel
Greg Brockman
Co-Founder & CTO, OpenAI
Nikesh Arora
Former President, Softbank
Demis Hassabis
Co-Founder, Google DeepMind
Select Customers
2

3. 3
#AICaptain
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● Grand Prize: 3-day cruise get-away
● Runners Up: 20 attendees receive $20 for lunch (via Venmo)
Ask a question. Win a cruise!

4. 4
Customer Service
in the Relationship
Economy
payment issue
subscription
info request
order cancel
order status
refund request
Customer Service is rapidly evolving.
● More channels
● Higher consumer expectations
● Expectation for support to be a business driver
returns
usage tips

5. The mechanization of everything

6. 6
AI has matured
tremendously

7. 7
Use AI to give
back time and
build customer
love

8. 8
How Human
Agents Spend
Their Time
Determine Customer
Intent
Ask the customer for more
information
Pull relevant
information for
business systems
Make a decision
on the issue and
trigger action
Communicate the decision to
the customer

9. AI
9
AI can do repeatable knowledge work at near zero marginal cost
We are giving superpowers to support teams

10. 10
WestJet Elevates Customer
Support on Messenger
74%
of total inquiries
handled by AI for
Messenger
24%
lift in net positive
sentiment
5x
the number of
messages WestJet
can support

11. 11
Solving the
massive email
customer service
problem
Case Study: Singtel

12. The quick win strategy for
AI in Customer Service

13. 13
#1
Leverage AI to
resolve the right
issues

14. 14
#2
Give AI Authority
via Integrations

15. 15
#2
Give AI Authority
via Integrations

16. 16
#3
Every Agent’s
Wingman

17. 17
#4
Measure AI like an
Employee

18. 18
#5
Introduce
proactive support

19. Quick-win strategy for customer service AI
Automate the
right support
issues
Integrate with
core business
systems
Improve agent
performance
(wingman)
Measure AI like an
employee
Introduce
proactive and
predictive support
19

20. 20
#AICaptain
● Grand Prize: #AICaptain 3-day cruise
● Runners Up: 20 attendees receive $20 for lunch (via Venmo)
Your last chance to win a cruise

21. Come see us
Booth #9