Many brands talk about “being where their customers are,” but true omnichannel experiences remain out of reach. Most customers still face rigid journeys, inconsistent channel experiences, and little control over how they get support. Although AI should make service more efficient and accessible, traditional AI tools often create more friction - delivering impersonal, disconnected self-service that leaves customers repeating information and waiting for help.
This report introduces the rise of the modern omnichannel AI agent: AI that integrates seamlessly across channels, carries context forward, and works hand-in-hand with human agents to deliver fast, consistent, customer-centric service. You’ll learn what’s holding companies back today - and how the next generation of AI agents can finally make real omnichannel engagement a reality.
