Interview with Puneet Mehta, CEO of Netomi, as part of our series of conversations with industry leaders
In the realm of customer service, the future lies in proactive, intelligent assistance that understands the full context of a customer's goals, preferences, and constraints. This is the vision of Netomi, an AI-powered customer service platform based in San Francisco.
Founded by Puneet Mehta, who has a background in building AI systems for Wall Street and working at IBM Watson, Netomi's mission is to create AI that supports human interaction in a way that is meaningful and aligned with the values of the organizations it represents.
Netomi's Agentic OS stands out because it moves beyond automation to achieve meaningful, goal-oriented customer interactions. It uses deep contextual understanding of customers’ history and emotions, analyzing customer messages alongside dozens of real-time signals such as loyalty status, recent activity, sentiment, and past interactions to create responses that are accurate and relevant.
The platform is designed to anticipate needs, act across systems, and deliver outcomes without requiring customers to navigate complexity or repeat themselves. It minimizes latency through lightweight, asynchronous pipelines, aiming for sub-three-second targets on voice channels.
Netomi's Agentic OS includes built-in governance, personalization, and multilingual support for efficient scaling of customer service operations. It provides enterprises with full visibility into how decisions are made, what data is used, and how each response reflects the organization’s voice and standards.
One of the key features of Netomi's Agentic OS is its ConversationOS, which listens to a wider stream of events compared to traditional intent-based systems, enabling parallel processing of multiple agent paths and merging responses. This ensures that the AI is always responding to the customer in a coherent and helpful manner.
Netomi's safety measures include versioning and traceability of prompts and embeddings, filtering of personally identifiable information, typed action schemas, sandbox testing, a policy engine for real-time governance, role-based access controls, multi-factor authentication, immutable audit logs, signed request envelopes, and quota limits.
As AI evolves, the boundaries between service, sales, and experience are expected to continue disappearing. Netomi's Agentic OS is built around this concept, helping brands build loyalty through responsiveness, personalization, and reliability at scale. The platform aims to resolve a majority of routine customer inquiries autonomously, while providing agents with real-time assistance when needed.
Moreover, the event-driven system in Netomi's Agentic OS enables the platform to respond immediately to signals like sentiment shifts, delivery delays, or data changes. This proactive approach ensures that the AI is always ready to help the customer, regardless of the situation.
Netomi's advisors, including executives from OpenAI, Disney, and DeepMind, have influenced the product vision and growth strategy by focusing on solving real business problems for Fortune 100 companies.
In conclusion, Netomi's Agentic OS is a game-changer in the world of customer service. By providing a proactive, intelligent, and trustworthy AI solution, it empowers brands to transform their customer experience from fragmented and reactive to proactive and outcome-driven. AI is anticipated to become a trusted layer across the customer journey, helping brands build loyalty through responsiveness, personalization, and reliability at scale.
In the realm of business, Netomi's founder, Puneet Mehta, draws upon his expertise in AI systems for finance and technology to create an AI platform that supports human interaction in customer service. The AI, known as Netomi's Agentic OS, goes beyond automation to achieve meaningful, goal-oriented customer interactions, using contextual understanding of customers, real-time signals, and event-driven responses. This technology is foreseen to revolutionize customer service by providing a proactive, intelligent, and trustworthy solution that transforms customer experiences from reactive to outcome-driven, and bridges the gap between service, sales, and customer experience.
