Today’s consumers really value the flexibility to interact with businesses how and when they prefer. They might reach out over a WhatsApp message, comment on Instagram, click around on a website, or even make a good old phone call—whatever fits into their day-to-day life. It’s crucial, then, for conversational AI solutions to be just as versatile. Supporting these varied channels isn’t just about keeping up; it’s about making every customer feel like they’re having a natural and easy chat, no matter how they choose to connect. There are 3 kinds of bots available in the market today.
- Single channel bots – Supports a single channel of communication like text or WhatsApp
- Multi-channel bots – Offers multiple channels of communication but there is no integration between different channels of communication
- Omni-channel bots – Facilitates communication across various platforms, ensuring seamless integration and the ability to carry over the context of a conversation from one channel to another.
A customer centric organisation would like to offer as much flexibility in the hands of the customer as possible without compromising on the experience. And this is where the value of omnichannel bots comes into play as they carry context across channels ensuring that customers and agents have a seamless flow of communication when switching channels.
An omni-channel bot offers:
- Ease of access: With omni-channel bots, customers can choose their favourite way to get in touch, whether it’s through a quick text, a social media message, or an email, and still get the same high-quality response every time. This means they can interact on their terms, without feeling boxed in by limited options, making their experience smooth and enjoyable.
- Context Sharing: Since all the channels are smoothly integrated and connected to the same backend systems, conversations flow effortlessly from one platform to another without any hiccups. This ensures personalised interaction at all times without loss of information or context.
- Unified Data: Omnichannel chatbots gather data from every customer interaction across all platforms, providing a clear, accurate, and comprehensive view of the entire customer journey. This rich data allows businesses to gain deeper insights into customer behaviour, preferences, and pain points, empowering more informed decision-making and the development of highly targeted marketing strategies.
Use of AI to deliver a personalised experience with omnichannel bots
AI-based chatbots personalise and customise your chats by using Generative AI and Machine Learning to sift through loads of data about your past interactions and preferences. They pull all this together—not just from one place but from everywhere you’ve engaged with brands—to offer up responses and suggestions that really hit the mark. This means no matter where you start your conversation, the experience feels consistent and tailored just for you.
These bots are a game-changer for both brands and customers. From a brand’s point of view, they boost productivity, slash error rates, and ramp up customer satisfaction. For customers, the benefits are just as great. They can chat in natural language and get instant, data-backed responses—no more waiting in long queues! Plus, it’s not just hype. According to the IBM Institute for Business Value, a whopping 85 percent of senior executives believe that Generative AI will be interacting directly with their customers in the next two years.
A few examples:
- When integrated with CRM systems, these chatbots have access to detailed history of customer interactions, past purchases, requirements and resolutions. This allows the bots to provide relevant support and suggestions based on individual needs including recommendations based on buying history.
- A bot can be integrated with a website’s knowledge base and FAQ’s to quickly provide relevant information and replies to queries by visitors to the site. These could include product information and Pricing, availability or any other relevant information that can help ease the buyer journey.
- A large organization uses an omnichannel HR bot to handle employee inquiries on topics like leave, payroll, company policy, and benefits. By accessing real-time data from HR systems, the bot provides consistent, 24/7 support, reduces repetitive workloads for HR, and enhances employee satisfaction with quick, accurate responses and efficient escalation for complex cases.
- An e-commerce company using Shopify integrates an omnichannel bot to streamline customer support across platforms, allowing customers to access product information, check order status, and manage returns instantly. By pulling real-time data from Shopify, the bot provides consistent, 24/7 support on website, social media, and SMS, improving response times, enhancing customer experience, and driving repeat business.
Conclusion
Generative AI is revolutionising the way companies support their customers. It’s like having a super-efficient helper available 24/7, ready to answer queries instantly and accurately, which means no more waiting around for assistance. This technology allows human teams to focus on the trickier issues that really need a personal touch, enhancing the overall service quality. It’s a win-win: customers get faster, smarter service, and businesses operate more efficiently, ensuring every interaction feels helpful and human.
Ready to implement omnichannel conversational AI into your businesses ? Contact Us now!
