This article explains how the AI assistant supports employees across multiple channels and maintains a consistent experience regardless of where the interaction occurs.
What is omni-channel support?
Omni-channel support means employees can access the AI assistant from different platforms while maintaining a consistent experience.
Employees can start a conversation in one channel and continue it in another without losing context. The assistant provides the same capabilities, responses, and access to services across all supported channels.
Supported channels
The AI assistant is currently available through the following channels:
- Desktop application
- Mobile application
- Mobile web browser
- Microsoft Teams
Each channel provides access to the same core capabilities, including:
- Asking questions in natural language
- Retrieving information from knowledge sources
- Completing tasks and starting workflows
- Creating or tracking cases when needed
Benefits of omni-channel support
Omni-channel support improves accessibility and efficiency.
Employees can:
- Access support from any device or location
- Continue conversations without interruption
- Complete tasks within their existing workflow
Organizations benefit from:
- Increased adoption of self-service
- Consistent service delivery
- Reduced reliance on single access points