4 stories
“Omnichannel” usually means “we have a lot of channels.” Run these four tests in ten minutes to find out whether identity, conversation memory, and live business context actually travel with your customers - or quietly reset at every handoff.
Two vendors can both say “agentic” and behave nothing alike. Skip the label and test what the product actually does - retrieve, decide, act, and verify - before it reaches your shortlist.
Everyone’s adding “MCP support” to their feature list. Here’s what it really is, what it doesn’t do, and the five questions that separate a demo from a system that finishes the job.
AI customer service, AI helpdesk, and support automation get used interchangeably, but they aren't the same thing. What matters is whether the AI actually resolves the request.
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