Customer service: omnichannel AI supporting the teams
Customer service rarely suffers from a lack of tools, but from inconsistency between channels and from peaks it cannot absorb. A well-framed AI answers that.
Illustration generated by artificial intelligence (OpenAI), 10 August 2026 — assortment and stock management in a sports store. It shows no real person, brand or signage, and depicts no site or facility belonging to the company the article is about.
The context
Phone, email, chat: customers expect a fast answer, and the same answer everywhere. Teams spend most of their time on repetitive requests that keep them away from the complex cases.
How AI comes in
Riverty unified its channels (phone, chat, email) on a single platform, with intelligent routing and conversational assistants, deployed in around a hundred days across several markets and languages. The stated approach is “AI assists, humans decide”: the AI agent handles the simple requests and hands over, with the context, as soon as a case falls outside the frame.
What it means for you
Your advisers concentrate on high-value situations while the AI absorbs the volume. The project partners mention, for instance, a rise of around 20% in requests handled without human intervention — a communicated benchmark, to be confirmed case by case. It is one of the most accessible use cases to start with, including in a small business or a local authority.
A public company case, restated by Blue Lemon Agent for illustration. No affiliation.
Editorial responsibility. This article is reviewed and approved before publication by the publication director, Ronan Le Boulaire, who bears editorial responsibility for it (see the legal notice). Writing-assistance tools may be used beforehand; no text is published without that human review.
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