Accenture (NYSE: ACN) has announced a strategic investment in Netomi, a specialized artificial intelligence company focused on customer experience platforms. Conducted via Accenture Ventures, the deal includes a formal alliance aimed at helping large organizations overhaul their customer support operations through advanced agentic AI technologies.
The partnership will strengthen Accenture’s existing service portfolio and allow seamless integration of Netomi’s tools into clients’ current systems and interaction channels, eliminating any need for major operational overhauls.
The move comes at a time when businesses are grappling with soaring customer demands and a sharp rise in service requests.
A recent Accenture study found that 87 percent of consumers would likely abandon a brand after experiencing just one poor interaction.
Netomi’s platform directly tackles this challenge by delivering fast, accurate responses while shifting routine tasks away from human agents, giving them more time for nuanced, high-value work.
Netomi’s solution features a conversational AI system paired with an intuitive no-code orchestration framework.
This setup coordinates networks of intelligent agents that proactively identify customer needs, execute actions, and fundamentally reshape how companies deliver, adapt, and expand their services.
By sharing context and objectives, these agents generate measurable improvements across multiple channels while preserving essential controls for governance and brand consistency.
“Agentic AI marks a transformative shift in customer engagement,” said Ndidi Oteh, CEO of Accenture Song.
“It enables brands to interact with deeper empathy, greater consistency, and sharper intelligence at every point of contact. Netomi’s technology goes beyond speeding up responses—it builds stronger trust between people and the companies they rely on. ”
Netomi’s capabilities span simple queries to intricate, multi-stage processes, allowing enterprises to provide tailored experiences and rapid resolutions without added complexity.
John Bolze, global AI solutions lead at Accenture Song, highlighted the practical benefits: clients increasingly seek quicker, more uniform service delivery while avoiding extra operational hurdles.
Netomi’s enterprise-grade platform functions as a smart extension of human teams, enhancing both speed and overall effectiveness.
Puneet Mehta, founder and CEO of Netomi, emphasized the value of the alliance.
“Working with Accenture gives the firm responsible for designing, deploying, and running customer experience programs at the world’s biggest companies full access to our platform, complete with proven deployment guides and training resources.”
Jeffrey Katzenberg, managing partner at WndrCo and a Netomi board director, added that Netomi stands out for delivering on the real-world promise of enterprise AI in high-stakes situations.
He described Accenture as the ideal lead investor, given its deep understanding of the complexities faced by large organizations.
The investment reflects Accenture’s broader commitment to advancing secure, scalable AI solutions that empower clients to navigate rapid market shifts and build lasting competitive edges.
Financial terms of the transaction were not disclosed. With this partnership, Accenture and Netomi are positioned to accelerate the adoption of agentic AI, setting the stage for more human-centered customer experiences across industries.