An omnichannel chatbot is an AI-enabled chatbot that provides customers with an integrated buying and customer support experience across all channels. The term “omni-channel” refers to the ability of the chatbot to seamlessly switch between these channels while maintaining context and continuity in the conversation. This means that an omni-channel chatbot allows customers to start a conversation on one channel and continue it on another without having to repeat information.
An omnichannel messaging platform can integrate with native SMS apps and messaging channels like Facebook Messenger, WhatsApp, Apple Business Chat, and Google’s Business Messages. These chatbots are becoming increasingly important in today’s business landscape for several reasons. Firstly, customers expect businesses to be available 24/7, and chatbots provide an efficient and cost-effective way to provide this level of service. Secondly, chatbots can improve customer experience by providing personalized and context-aware interactions. Thirdly, by automating routine inquiries and tasks, chatbots can free up human agents to focus on more complex issues and provide better quality service. Finally, omni-channel chatbots can provide valuable insights into customer behavior and preferences, which can be used to improve products, services, and marketing strategies.