AI BriefingWebinar Summary: Deploying Agents Across Every Channel
Key point
For a consistent customer experience, companies need an omnichannel AI agent deployment strategy centered on the logic layer, rather than building separately for each channel.
Details
Customers want to communicate in various ways, such as phone, messaging, and email. Companies that execute an Omnichannel strategy well achieve 15% higher revenue and 35% higher customer loyalty than those that don't, along with a customer retention rate of 89%, securing a strong competitive advantage.
Most companies take a fragmented approach, using different vendors and configurations for each channel. This causes fundamental architectural problems: context cannot be shared across channels, technical debt accumulates, and the customer experience becomes inconsistent.
The solution is to build the agent at the Logic Layer, not the channel layer. Set up a single agent, a single Knowledge Base, and a single Policy, and use channels simply as a rendering means to display them.
In particular, the Voice channel should be considered from the initial design stage rather than added after the fact, since its latency and error-handling methods differ from text. The actual demo showcased efficient agent use cases tailored to each channel's characteristics, through checking baggage costs via SMS and rebooking a flight via Voice.
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