An omnichannel copilot is an AI-driven tool that works across all channels — phone, email, chat, social media and more — to maintain context and consistency in customer interactions. It integrates information from every touchpoint, ensuring agents and customers pick up conversations where they left off. By consolidating channels, the copilot can suggest next best actions, help with routing and deliver real-time insights. This holistic perspective simplifies agent tasks and elevates the customer experience.
