In practice, many AI investments have been exacerbating the problem. Today’s AI self-service experiences tend to be impersonal, non-conversational, and fragmented from the rest of the customer service ecosystem. After navigating these frustrating, inconvenient, unintuitive platforms, customers are often forced to choose between accepting a generic resolution – or waiting on hold for a live agent who will ask them to repeat everything they have already shared.
Nothing about that experience is empowering. Nothing about that experience is customer-centric. Nothing about that experience is omnichannel.
But AI-powered experiences do not have to be like this. Modern AI agents are capable of seamlessly integrating into an omnichannel journey, eliminating numerous sources of inefficiency, and working collaboratively with human employees to deliver consistently stellar, contextually relevant service.
This special report details the rise of the omnichannel AI agent – and how you can harness the benefits in your own organization.
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