Orchestrates customer support across chat, email, phone, social, and SMS—maintaining complete conversation history, intelligent routing, and seamless handoffs so customers never repeat themselves.
"I called into support last week for what should have been a 10-minute issue. First, I chatted—agent couldn't help, said to call. Called, waited 20 minutes, explained everything, got transferred. New person: 'What's the issue?' Explained again. They said someone would email me. Email came—wrong department, I had to reply and re-explain. Four interactions, three channels, two days, one simple question. Every single person asked me to start from the beginning. I'm paying $40,000 a year for this software. Why do I feel like I'm talking to six different companies? They have all my information. They have my account history. They have records of every conversation. But somehow, every time I reach out, nobody knows who I am or what I've already told them. It's not a technology problem—other companies figure this out. It's a choice. And it's the wrong one."
— Enterprise Customer, B2B SaaS Platform
Deploy an AI that unifies every support channel into a single customer view—maintaining complete conversation history, intelligent routing based on context and value, and seamless handoffs that preserve everything.
Every interaction across every channel stitched into a single, continuous conversation. Customer switches from chat to phone? Agent sees the full history. No repetition. No context loss.
Route based on customer value, issue complexity, sentiment, and agent expertise—not just queue position. VIP customers fast-tracked. Complex issues matched to specialists. Every conversation, right destination.
Transfer conversations between channels and agents with full context preserved. Receiving agent sees complete history, customer sentiment, attempted solutions, and recommended next steps. True warm handoffs.
Website and in-app chat with intelligent auto-response and seamless agent escalation.
Intelligent email processing with auto-categorization, threading, and response suggestions.
Voice support with real-time transcription, context pop-ups, and post-call summarization.
Twitter, Facebook, Instagram, and LinkedIn monitoring with unified response management.
Text-based support with automated responses and rich messaging capabilities.
Customer portal with ticket tracking, knowledge base, and community forums.
Enterprise customer with complex SSO integration issue contacts support across portal, chat, phone, and email over 3 days. Agent sees complete unified history at every touchpoint.
"Customer: Sarah Mitchell (Acme Corp, Enterprise, $340K ARR). Issue: SSO integration with Okta failing after recent update. Journey: Day 1—Portal ticket submitted with error screenshot. Day 1—Chat session with Tier 1, basic troubleshooting attempted, escalated. Day 2—Phone call (18 min) with Tier 2, identified SAML assertion issue, customer requested email follow-up. Day 3 (now)—Email thread, customer implemented suggested fix, still failing. Full conversation history: [expandable]. Error logs shared: [attached]. Previous solutions attempted: 1) Certificate rotation, 2) Assertion URL update, 3) Clock sync verification. Customer sentiment: Started frustrated (22%), now improving (35%) after phone call. Recommended action: The SAML assertion format issue wasn't fully addressed. Customer's Okta instance is using SHA-1 but our system expects SHA-256 after the update. Send configuration guide with specific SHA-256 settings. High confidence this resolves the issue."
High-value enterprise customer contacts support through chat. System immediately identifies account value and routes to senior team with full context and CSM notification.
"Incoming chat detected. Customer identification: GlobalTech Industries. Account tier: Enterprise Plus. ARR: $2.1M. Contract renewal: 45 days. Customer health score: 72 (at-risk). Recent interactions: 3 support tickets in last 30 days (unusual—avg is 0.5/month). Assigned CSM: Jennifer Walsh. Routing decision: PRIORITY OVERRIDE. Bypassing standard queue. Routing to: Senior Support Team (Enterprise). Estimated wait: 0 minutes (next available). Notifications sent: (1) Jennifer Walsh (CSM)—SMS + Slack, (2) Regional VP—Email summary, (3) Support Manager—Dashboard alert. Context package delivered to agent: Account summary, recent tickets, product usage trends, upcoming renewal, CSM notes. Agent greeting suggestion: 'Hi [Name], I see you're from GlobalTech Industries. I have your complete account history in front of me. How can I help you today?' Risk flag: Three tickets in 30 days + upcoming renewal suggests potential churn risk. Recommend white-glove treatment."
Customer's issue requires phone support. Chat agent initiates transfer with complete context package. Phone agent picks up with full history—no repeat explanation needed.
"Transfer initiated: Chat → Phone. Customer: David Park (TechStart Inc.). Issue summary: API integration returning 403 errors after updating to v2.0. Chat duration: 12 minutes. Troubleshooting completed: (1) API key verified—valid and active. (2) Endpoint URL confirmed correct. (3) Request headers checked—missing X-API-Version header identified. (4) Customer attempted fix—still failing. Attachments shared: Error log (403_error_20241208.txt), API request screenshot, current code snippet. Customer sentiment: Neutral (55%)—technical user, focused on resolution. Technical context: Customer using Python SDK v1.8. Issue likely related to SDK not auto-adding version header. SDK update to v2.0 recommended. Suggested next steps for phone agent: (1) Confirm SDK version, (2) Guide through SDK update, (3) Test API call live. Estimated resolution time: 10 minutes. Agent notes: David is technical and prefers direct answers. Skip basic troubleshooting—he's already done it. Warm introduction: 'Hi David, I'm picking up from your chat with [previous agent]. I can see you're getting 403 errors after the v2.0 update and you've already verified your API key and endpoint. Let's check your SDK version—I think that's where the issue is.'"
Common questions handled automatically across all channels. AI provides accurate answers, executes simple actions, and escalates only when needed—with full context preserved for handoff.
"Incoming query (Chat): 'How do I reset my password?' Customer: New user, free trial, Day 3. Intent detected: Password reset (Confidence: 98%). Action available: Self-service password reset link. Response generated: 'I can help you reset your password right now. I've just sent a password reset link to the email address associated with your account (m***@company.com). The link will expire in 24 hours. Click it to set a new password. Is there anything else I can help you with?' Resolution: AUTOMATED. No agent involvement. Follow-up (2 minutes later): 'Actually, I'm not getting the email.' Escalation triggered: Email delivery issue—requires investigation. Context preserved: Original query, auto-response sent, customer email domain, previous password reset attempts (0 in last 30 days). Routing: Tier 1 queue. Agent context: 'Customer attempted password reset via self-service. Reset email not received. Check: spam folder, email domain deliverability, account email accuracy.' Estimated resolution: 3 minutes."
Every interaction across every channel unified into single customer timeline.
Route based on value, complexity, sentiment, and agent expertise—not just queues.
Transfer between channels and agents with complete context preservation.
Instant customer identification with account context, history, and value tier.
Real-time sentiment tracking across all channels with escalation triggers.
Common queries resolved automatically with intelligent escalation when needed.
AI-generated responses based on context, history, and best practices.
Cross-channel reporting with true customer journey metrics.
Instant synchronization across all channels and agent interfaces.
Reports to: VP Customer Support
Availability: 24/7
Scope: All support channels
Complete specification including channel configurations, routing rules, and escalation triggers.
Download .docxConfigure channels, customize routing rules, and define VIP treatment tiers and escalation paths.
Pay once. Own the asset. Full source code. Deploy across all channels.
All conversations, customer data, and analytics never leave your infrastructure.
New channel connectors, model improvements, and capability updates.
Configure channels, routing rules, VIP tiers, and escalation triggers.
Deploy the Omnichannel Support Agent on your infrastructure. Every channel unified. Every conversation connected. Every customer recognized.
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