1 article tagged “omnichannel”.
An omnichannel AI agent is one agent with one memory per customer, serving calls, WhatsApp, chat, SMS, RCS and email, and able to act across them mid-conversation. Every vendor now claims that, so the label tells you little. What separates platforms is the six seams where a journey crosses channels: identity, memory, action, events, people and consent. Here's what breaks at each, and how to test it.
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