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Omni-Channel Support Agent

The Omni-Channel Support Agent provides seamless customer support across all channels including chat, email, voice, and messaging platforms. It maintains consistent context across interactions, resolves common issues using connected systems, and seamlessly escalates complex cases to live agents when needed. This delivers 24/7 support coverage without overwhelming your support team.

The Problem

  • •Support across multiple channels is fragmented
  • •Inconsistent context across channels
  • •High support volume overwhelms team
  • •Difficulty maintaining 24/7 coverage

Benefits

  • •Unified support across all channels
  • •Maintains consistent context
  • •Reduces support volume by 60%
  • •Enables 24/7 coverage
Trigger
1

Customer inquiry received across chat, email, voice, or messaging

2

Gather inquiry details and customer interaction history

3

Enrich with connected system data and knowledge base articles

4

Analyze inquiry type and match to resolution workflows

5

Evaluate if issue can be resolved automatically or needs escalation

6

Generate resolution response or escalate to live agent with full context

7

Deliver consistent support response across all channels

How It Works?

Do you need a customized version of this agent?

We can help with a tailored version of this agent that better suits your internal processes and requirements. Book a call with our agent builder team now.