The omnichannel approach is becoming increasingly more important for all organisations as they deal with the ever-increasing demand from consumers on a customer engagement level. However, omnichannel in customer care is not just about being on every channel; it requires all channels to make one seamless unified brand experience. Organisations can look to AI to help streamline this process, but they need to remember AI is only a tool and not a standalone solution that can compensate for a poor or nonexistent omnichannel customer experience strategy.

In this episode, parlamind’s Co-Founder and CTO, Tobias Lehmann, shares his thoughts on implementing AI as part of a sound Customer Service strategy. To begin with, Tobias explains the key issues we are seeing in an omnichannel strategy that doesn’t implement AI. Further to this, he outlines the individual challenges of chat, email and voice. Tobias also looks at the factors an organisation needs to look at when considering AI for their customer service. Finally, he outlines the technical requirements and the implementation process for a successful AI omnichannel experience.