Netomi, attracts $110 million in investment... targeting regulated industries, expanding "controllable proxy AI"

Enterprise customer experience platform company Netomi successfully raised $110 million in new funding, equivalent to approximately 161.87B Korean won. This round of financing will be used to upgrade the “agent-based AI” platform, and expand deployment in highly regulated, high-volume environments at large enterprises.

Founded in 2016, Netomi was previously widely known as “msg.ai.” Today, the company provides an agent-based AI platform that can handle end-to-end customer service across chat, email, and voice channels. Its differentiator is that it goes beyond a simple chatbot: by setting control mechanisms, AI runs only within the bounds that enterprises allow, while still staying flexible in handling a wide range of customer inquiries.

The company explains that its platform combines “decisive control” with “probabilistic reasoning.” In simple terms, after clearly defining what AI can and cannot do, the AI makes judgments and responds within that framework on its own. Netomi claims that in real deployment cases, it has achieved “zero failures, zero barrier violations, zero brand violations.” This is seen as a message deliberately aimed at governance and compliance organizations that are cautious about adopting agent-based AI.

Its technical foundation is equally noteworthy. The Netomi platform is built on a microservices architecture designed to handle concurrent requests, and uses multi-layer observation systems to record and audit the decision-making process of AI agents in real time. This places strong emphasis on traceability and stability—requirements that are essential in highly regulated industries with many customer touchpoints, such as finance, insurance, and aviation.

Netomi says its technology is not intended to replace human customer service, but to be integrated into existing customer service workflows. Its goal is for AI to operate in parallel with human agents across the full spectrum of business lines—chat, email, and voice—reading customer journeys in real time and resolving issues before they escalate into formal complaints. Its vision is to embed AI directly into digital services so that proactive responses happen before customers feel inconvenienced.

Its actual customer base is mainly concentrated among large enterprises. Customers such as Delta Air Lines, United Airlines, MetLife, Paramount Global, DraftKings, the National Basketball Association (NBA), and InMobi are all clients of Netomi. Given that these companies must handle large-scale customer inquiries and place strong emphasis on brand risk management, this can be seen as a signal of market validation.

This round of investment was led by Accenture Ventures, with participation from Adobe Ventures, WonderCow, SLW, Naver Ventures, Metis Strategy, and Fin Capital. The involvement of both strategic investors and financial investors indicates that Netomi’s agent-based AI has moved beyond the purely experimental stage and is winning real enterprise-level demand.

Accenture Song CEO Nditi Ote said, “Agent-based AI is opening a whole new chapter in customer experience, enabling brands to respond across all touchpoints with greater empathy, consistency, and intelligence.” He added, “Netomi’s platform not only accelerates service speed, but also strengthens the connection between people and brands.”

Netomi founder and CEO Punit Metha said the company is moving beyond conversational interfaces toward the “world model” of customer experience. He explained that the goal is not to attach AI outside of the service like a chatbot, but to embed it directly inside digital products—triggering dialogue only when truly complex situations arise or when exception decisions are needed.

The current market focus is shifting from generative AI to “agent-based AI.” However, in large enterprise deployments, as autonomy increases, issues around governance and responsibility become even more important. Netomi’s financing is seen as a case showing that “controllable AI,” which can alleviate such concerns, is emerging as a core competitive advantage in the enterprise customer experience market.

TP AI Notes: This article is summarized based on the TokenPost.ai language model. The main information may be incomplete or may not fully match the facts.