To manage omni-channel support well, automation should handle simple tasks like answering FAQs or tracking orders. For more complex or emotional issues, human agents should step in. It’s important to make the handoff between automation and people seamless, so customers don’t have to repeat themselves. By regularly reviewing feedback and trends, I focus on improving both the automated tools and how agents help, creating a balance that saves time and keeps customers happy.

Simple queries, such as those related to order details or cancellations (e.g., incorrect orders), can be efficiently addressed through automated systems. However, more complex issues involving high customer sentiment, like receiving the wrong order or an SLA breach, require manual handling to ensure a personalized resolution. Choosing the right medium for addressing customer queries is equally critical. For instance, cases where customers face significant issues, such as receiving the wrong order or experiencing SLA breaches, may be better resolved through voice calls rather than chat or email, as voice communication often provides a quicker and more empathetic response.

I think when you are managing omni-channel support, you will need to use automation for quick and routine tasks like answering FAQs. But for anything more complex you need humans to step in and provide personal help. Remember that automation should always handle the easy stuff, while your team focuses on offering real solutions when things get tricky and complex. The key here is to make sure that customers can smoothly switch between the two without feeling lost. It’s all about making the experience fast and helpful at the same time. Thank you

In the current support models, there is almost an 80-20 ratio (up to 60-40 in complex environments) on the typical support needed by users. Automating the standard requests is a must to drive down the overall cost while decreasing the time to resolve - this automation can be self-heal (ticket avoidance), self-service (chatbots or self-help portals). Information dissection (like FAQs), or access fulfillment (via automated workflow) should all be automated. And the rest should human-interaction driven with a constant analysis of what else can be "shifted-left"

Combine AI-driven efficiency with the human touch to enhance 𝗨𝗫 and improve overall support effectiveness: 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝗦𝗲𝗹𝗳-𝘀𝗲𝗿𝘃𝗶𝗰𝗲: Robust knowledge base, proactive notifications, intelligent routing to relevant resources. 𝗧𝗶𝗲𝗿𝗲𝗱 𝗦𝘂𝗽𝗽𝗼𝗿𝘁: AI-powered triage, routing to appropriate support levels (Level 1: automated, Level 2: AI-assisted, Level 3: human escalation). 𝗖𝗵𝗮𝘁𝗯𝗼𝘁𝘀 𝘄𝗶𝘁𝗵 𝗵𝘂𝗺𝗮𝗻 𝗵𝗮𝗻𝗱𝗼𝗳𝗳: AI-powered chatbots for initial assistance, seamless transition to human agents when needed. 𝗣𝗿𝗲𝗱𝗶𝗰𝘁𝗶𝘃𝗲 𝗔𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀: Analyze support data, anticipate problems, proactive issue resolution, automate routine maintenance.

For omni-channel support tere's no doubt that automation is of great help, just as customers eagerly seek unique, personalized experiences. Automation is essential for FAQs and easily solvable issues (primarily for mass consumption services and products). However, complex problem-solving requires human-to-human (H2H) interaction, especially for specialized services and products. Automate as much as possible, but always ensure a human response is available!

I would see the following strategy: Level 1 Support: Full Automation with AI Integration. 100% automation of all processes. AI used to enhance productivity and the quality of customer service. Proactive case screening using AI to enable early escalation to Level 2. Goal: Seamless multi-channel support with an SLA striving for 100%. Level 2 Support: Personalized Human Interaction. Personalized support by highly qualified human agents. Goal: Tailor-made solutions provided to secure customer experience. Level 3 Support: R&D Resources. Goal: Ensuring the availability of R&D resources for proper incident resolution.