“We’ve worked with Harry Rosen since November 2020,” Puneet Mehta, CEO of Netomi, tells RIS. “We started out by triaging tickets to understand a customer’s need and urgency, so we could get a customer in the right agent’s hands as quickly as possible. We then assisted agents with suggestions and the Netomi AI is now a part of their workforce, interacting directly with customers to resolve tickets on email and chat.”
“We were looking for technology that was not trying to replace the individual, just make their life easier,” notes Rosen.
Netomi integrated with Harry Rosen’s back-end systems to provide more effective resolutions to things such as order status and cancellations, account updates, exchanges, and alterations. “We’re now deflecting over 70% of tickets on chat and the bot is at 95.63% accuracy,” says Mehta.
However, like with most new technologies, there were growing pains to overcome. One of which was “getting people comfortable that they have to train this thing to do its best,” says Rosen. “It’s not going to come in and save the day on day one. We had to really emphasize how valuable and important catching the issues were early on, so we could solve some of these customer journey gaps.
“It’s a different mindset for somebody who’s being told ‘hey this AI tool is going to come in help you,’ but then its first five, six, seven interactions with it are ‘hey it’s doing everything wrong right now.’”