Artificial intelligence has changed how we think about service, but few companies have bridged the gap between automation and genuine intelligence. In this episode of Tech Talks Daily, I'm joined by Puneet Mehta, CEO of Netomi, to discuss how customer experience is evolving in an age where AI doesn't just respond but plans, acts, and optimizes in real time.

Puneet has been building in AI long before the current hype cycle. Backed by early investors such as Greg Brockman of OpenAI and the founders of DeepMind, Netomi has become one of the leading platforms driving AI-powered customer experience for global enterprises. Their technology quietly powers interactions at airlines, insurers, and retailers that most of us use every day. What makes Netomi stand out is not its scale but the philosophy behind it.

Rather than designing AI to replace humans, Netomi built an agent-centric model where AI and people work together. Puneet explains how their Autopilot and Co-Pilot modes allow human agents to stay in control while AI accelerates everything from response time to insight generation. It is an approach that sees humans teaching AI, AI assisting humans, and both learning from each other to create what he calls an agentic factory.

We explore how Netomi's platform can deploy at Fortune 50 scale in record time without forcing companies to overhaul existing systems. Puneet reveals how pre-built integrations, AI recipes, and a no-code studio allow business teams to roll out solutions in weeks rather than months. The focus is on rapid time-to-value, trust, and safety through what he calls sanctioned AI, a framework that ensures governance, transparency, and compliance in every customer interaction.

As our conversation unfolds, Puneet describes how this evolution is transforming the contact center from a cost center into a loyalty engine. By using AI to anticipate needs and resolve issues before customers reach out, companies are creating experiences that feel more personal, more proactive, and more human.

This is a glimpse into the future of enterprise AI, where trust, speed, and empathy define the next generation of customer experience. Listen now to hear how Netomi is reimagining the role of AI in service and setting new standards for how businesses build relationships at scale.

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