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Enterprise customers manage complex operations across multiple systems. Your NetSuite instance holds critical information—order history, shipping status, returns, and case records—that directly impacts how your support team resolves customer issues. But when that data lives in a separate system, agents waste time toggling between windows, and customers wait longer for answers.
Zowie bridges this gap. By connecting directly to your NetSuite instance through RESTlets and our REST Automation module, Zowie's AI agents access real-time ERP data within every conversation. No more manual lookups. No more context switching. Just faster resolution powered by complete information.
How It Works
Getting Zowie and NetSuite talking is straightforward. Here's the three-step process:
Step 1: Enable RESTlet and Token-Based Authentication in NetSuite
RESTlets are lightweight NetSuite integrations that expose specific business logic via HTTP requests. You'll enable RESTlet support in your NetSuite account and set up token-based authentication—a secure, API-first approach that doesn't require passwords.
Step 2: Deploy Zowie-Provided RESTlet Scripts
Zowie's Solution Engineering team prepares RESTlet scripts tailored to your business. These scripts handle the specific use cases you need: order lookups, RMA creation, case management, and more. You deploy them in your NetSuite environment—they're business-specific, so they reflect your processes and data structures.
Step 3: AI Agents Access Real-Time ERP Data
Once RESTlets are live, Zowie's AI agents pull data automatically. When a customer asks about their order, the agent queries NetSuite, retrieves the latest status, and responds in real time. When a customer needs an RMA, the agent creates it directly. Your ERP becomes the source of truth for every conversation.
Key Use Cases
1. Order Status & Tracking AutomationCustomers constantly ask "Where's my order?" Instead of manual NetSuite lookups, Zowie's AI agent queries order records directly, retrieves tracking information, and responds instantly. Reduce support volume and improve first-contact resolution.
2. RMA ManagementReturns are complex. AI agents instantly retrieve RMA history, assess eligibility, and create new RMA records—all within the conversation. Faster returns processing means happier customers and less manual work for your team.
3. Automatic Case CreationNot every inquiry resolves instantly. Zowie automatically creates support cases in NetSuite with full conversation context, customer history, and order data pre-populated. Your team picks it up ready to work—no re-explaining, no lost context.
4. Personalized AI ResponsesGeneric responses frustrate customers. When Zowie accesses order history, subscription status, and previous interactions, responses become personal. Agents address customers by name, reference specific orders, and tailor solutions. The result: trust and loyalty.
Setup Steps
What You'll Prepare
- Enable RESTlet in your NetSuite account settings (Administration > Integration > RESTlet)
- Enable Token-Based Authentication (Administration > Integration > Token-Based Authentication)
- Work with Zowie's Solution Engineering team to define your use cases and RESTlet scripts
- Create a custom role in NetSuite with permissions for the specific data and operations Zowie needs (order access, RMA creation, case creation, etc.)
- Create an integration user (new employee record) in NetSuite to own the Zowie connection
- Generate access credentials: Consumer Key/Secret (OAuth credentials) and Token ID/Secret for the integration user
What Zowie Handles
- RESTlet script creation tailored to your NetSuite setup
- Testing and deployment of integration scripts
- Secure credential management (your NetSuite URL, Consumer Key/Secret, Token ID/Secret are stored encrypted in Zowie's platform)
- Ongoing monitoring to ensure data flows smoothly
Timeline
Most integrations go live in 2–4 weeks, depending on:
- Complexity of your use cases
- Your NetSuite configuration
- Your team's availability for testing and feedback
Customer Success Story
"Before Zowie, 40% of our inbound inquiries were order status checks. Our support team spent half their day in NetSuite pulling data and writing responses. Now, our AI agent handles 80% of those requests instantly, with real-time order information and tracking data. It's freed up our team to focus on genuine customer relationships. We've cut response time from 4 hours to 2 minutes for the majority of status inquiries."
— Director of IT and Operations, Mid-Market B2C Retailer