Interview with Puneet Mehta, the visionary leader behind Netomi
In the heart of San Francisco, Puneet Mehta, the founder and CEO of Netomi, is leading a revolution in the customer service industry with an AI-powered platform that is redefining the way businesses interact with their customers.
Netomi's unique offering, the Agentic OS, is designed specifically for enterprise-scale customer service. It seamlessly integrates into existing business systems, leveraging generative AI and large language models to automate over 80% of customer inquiries. This focus on enhancing customer satisfaction and significantly reducing support costs is a game-changer for global brands across various industries.
The Agentic OS distinguishes itself in the customer experience market. Its enterprise readiness, ability to integrate deeply with existing workflows, and broad support for multiple communication channels stand out. Unlike other AI-powered customer service platforms, Netomi's Agentic OS prioritises proactive and predictive care, not just reactive responses. This proactive approach allows Netomi to serve brands effectively at scale.
Netomi builds safety into every layer of its platform. Features like versioned and traceable prompts and embeddings, filtering of Personally Identifiable Information, and strict retention policies ensure a secure and compliant environment. Transparency, observability, and rigorous testing are essential requirements for any enterprise-grade agentic system, and Netomi delivers on all fronts.
The platform's orchestration engineering focuses on the full system of decisions, actions, and policies that must work together across channels and workflows. Multiple agent paths can run in parallel, such as resolving a billing issue while updating a delivery, and merge their responses into a single reply.
Netomi's system includes built-in governance, personalization, and multilingual support. Agent behavior is back-tested against historical transcripts before deployment to simulate outcomes and identify failure modes. All actions are governed by a policy engine that can pause or modify steps in real-time, and the platform is protected by role-based access controls, multi-factor authentication, immutable audit logs, signed request envelopes, and quota limits.
The guidance from Netomi's advisors, including OpenAI's Greg Brockman and former executives from Disney and DeepMind, helps shape both the product vision and growth strategy. The focus remains on solving real business problems faced by Fortune 100 companies.
Netomi helps enterprises automate and enhance support across email, chat, messaging, SMS, social media, search, and voice channels. Its event-driven system enables the platform to respond immediately to signals like sentiment shifts, delivery delays, or data changes.
AI will soon be able to anticipate needs, act across systems, and deliver outcomes without requiring customers to navigate complexity or repeat themselves, becoming a trusted layer across the customer journey. Netomi's mission is to create AI that supports human interaction in a way that is meaningful and aligned with the values of the organisations it represents, shifting from reactive service to proactive, intelligent assistance that understands the full context of a customer's goals, preferences, and constraints.
[1] Source: Netomi's official website and press releases.
- With the Agentic OS, Netomi is investing in artificial-intelligence technology to revolutionize the finance, technology, and various other industries by automating over 80% of customer inquiries and enhancing customer satisfaction, thereby reducing support costs for global businesses.
- In the customer service industry, Netomi's unique offering, the Agentic OS, distinguishes itself with its deep integration capabilities, proactive and predictive care approach, and focus on security and compliance, making it a preferred choice for entrepreneurs seeking innovative solutions.
- Netomi's enterprise-grade agentic system is designed to orchestrate the full system of decisions, actions, and policies across multiple channels and workflows, creating a trusted layer of proactive, intelligent assistance for businesses, eventually enabling AI to anticipate needs and deliver outcomes without customer navigation or repetition.
