Accenture invests in Netomi to boost agentic AI for CX
NEW YORK, UNITED STATES — Accenture has made a strategic investment in Netomi through Accenture Ventures, pairing capital with a partnership designed to accelerate enterprise adoption of agentic AI for customer experience.
According to a company press release, the deal embeds Netomi’s agentic AI platform directly into existing client technologies and customer touchpoints without operational disruption, expanding Accenture’s CX and service capabilities across its global client base.
The investment lands as enterprises face rising customer expectations and ballooning support volumes, with an Accenture report finding that 87% of respondents would avoid a brand after a single negative experience.
Embedding agentic AI into enterprise CX operations
Netomi’s conversational AI platform features a no-code orchestration layer that lets companies operate through a coordinated system of AI agents capable of anticipating needs, taking action, and reshaping how organizations serve customers.
The platform handles a wide range of customer interactions, from resolving common requests to managing complex, multi-step workflows, while maintaining governance and brand compliance across every channel.
Accenture brings the enterprise reach, playbooks, and implementation muscle to scale that capability across the world’s largest companies.
“Agentic AI is opening an entirely new chapter for customer experience, one where brands can respond with greater empathy, consistency and intelligence at every touchpoint,” said Ndidi Oteh, CEO of Accenture Song.
She added that the partnership empowers clients to “reinvent how they serve their customers – seamlessly, responsibly and at scale – so they can grow with confidence in an era of continuous change.”
A new standard for enterprise CX transformation
The deal positions Netomi as an intelligent extension of human agents rather than a replacement, improving response times and overall performance without adding operational complexity.
Combined with Accenture’s scale across enterprise CX design, implementation, and operations, the partnership creates an end-to-end transformation system for clients moving beyond fragmented AI deployments.
Accenture continues to identify investments and partnerships that bring secure, scalable AI to client environments, and the Netomi backing extends that commitment.
“By partnering with Accenture, we’re equipping the firm that designs, implements, and operates customer experience inside the world’s largest enterprises with direct access to the Netomi platform—along with the playbooks and training that enable deployment at scale,” said Puneet Mehta, founder and CEO of Netomi.
The deal reflects an accelerating consolidation push across the global CX outsourcing industry, where firms including Concentrix, TaskUs, and Teleperformance are racing to embed proprietary or partner-led agentic AI platforms into their delivery stacks.
As enterprise clients demand fewer vendors and tighter AI-and-human integration, AI-native CX partnerships are emerging as the defining competitive edge for outsourcing growth.
