Omnichannel
A support strategy where customers receive consistent, connected service across every channel—chat, email, phone, social—with full conversation context preserved regardless of where the interaction happens.
Multichannel vs Omnichannel
Most companies offer multichannel support: customers can reach you via chat, email, phone, and social media. But multichannel doesn't mean connected. A customer who explains their problem over chat, then follows up by email, often has to start from scratch. The channels exist in silos. Omnichannel eliminates this by treating every interaction as part of one continuous conversation, regardless of channel.
Why AI Makes Omnichannel Achievable
True omnichannel was difficult before AI because it required human agents to manually track context across channels and systems. AI changes the equation. An AI agent can maintain full conversation context, access interaction history across every channel, and provide consistent responses whether the customer is on chat, email, or messaging. The same AI agent handles all channels with the same knowledge, policies, and capabilities.
This matters for resolution rates. When AI can see that a customer already tried troubleshooting via the help center before reaching out to chat, it skips the basic steps and goes straight to the next level of support. Context-aware AI across channels means faster resolutions and less customer frustration.