ZBrain
Log in
Book a demo
Agents Omnichannel Engagement Optimization Agent
Omnichannel Engagement Optimization Agent Icon

Omnichannel Engagement Optimization Agent

Ensures synchronized, unified customer engagement by integrating digital and assisted channels for seamless, consistent service execution.

Managing customer interactions across multiple platforms frequently leads to fragmented experiences and inconsistent opportunity tracking. This creates barriers to effective cross-sell and up-sell by disconnecting digital and assisted touchpoints, increasing operational complexity, and hindering process transparency.

The Omnichannel Engagement Optimization Agent centralizes integration of digital self-service and assisted support channels, using real-time orchestration to maintain engagement and opportunity visibility. By synchronizing interaction logs, customer records, transcripts, and messages from both internal and external sources, it guarantees that context and actionable data are always available no matter the communication medium. The agent oversees seamless transitions between channels, allowing customer service representatives to provide consistent, intelligent responses and pursue relevant offers without information loss.

Organizations benefit from a substantial uplift in workflow efficiency and process reliability. The Agent’s real-time orchestration ensures live conversational guidance reaches agents when it matters most, thus improving both the speed and accuracy of customer service execution. Ultimately, this leads to higher employee productivity, stronger customer satisfaction, and maximized revenue opportunities from every interaction.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Omnichannel Engagement Optimization Agent:

Customer ID: US-20457-HZN

Customer Name: Jennifer Collins

Customer Segment: Premium Wireless Subscriber (3+ years loyalty)

Account Type: Family Plan – 4 Lines

Region: Dallas, Texas

Preferred Communication Channels: Mobile App Chat, Voice Call  




Current Channel


Web Chat (via HorizonConnect Support Portal)

Timestamp: 2025-10-28T14:55:00Z  




Recent Interactions


    

  • 

    Channel: Mobile App Chat  
    

      

    • Timestamp: 2025-10-25T16:12:00Z  
      • 

    • Summary: Customer inquired about upgrading to the new 5G+ Unlimited plan; chatbot provided plan comparison but no follow-up occurred.  
      • 

    

    • 

  • 

    Channel: Voice Call (Twilio Contact Center)  
    

      

    • Timestamp: 2025-10-26T18:47:00Z  
      • 

    • Summary: Spoke with Tier-2 agent about billing discrepancies; call ended before agent could process credit adjustment.  
      • 

    

    • 

  • 

    Channel: Email (Zendesk Support)  
    

      

    • Timestamp: 2025-10-27T09:30:00Z  
      • 

    • Summary: Sent follow-up email attaching previous bill and requesting confirmation of refund timeline.  
      • 

    

    • 

  • 

    Channel: In-Store Visit (Dallas – Uptown Branch)  
    

      

    • Timestamp: 2025-10-27T15:10:00Z  
      • 

    • Summary: Store associate assisted with SIM replacement but couldn’t access prior chat history; noted customer frustration about repeating the issue multiple times.  
      • 

    

    • 





Context Transfer Required


✅ Yes — Customer is re-engaging via web chat and expects continuity from the last support touchpoint.

Deliverable Example

Sample output delivered by the Omnichannel Engagement Optimization Agent:

Unified Engagement Summary


Customer: Jennifer Collins

Customer ID: US-20457-HZN

Segment: Premium Wireless Subscriber (3+ years)

Region: Dallas, Texas

Current Channel: Web Chat

Sentiment Trend: Improving — from negative (0.38) to neutral (0.64)  




Consolidated Interaction Timeline






Date (UTC)
Channel
Summary
Key Status






2025-10-25 16:12
Mobile App Chat
Customer asked about 5G+ Unlimited plan; chatbot provided plan details.
Pending follow-up




2025-10-26 18:47
Voice Call
Billing discrepancy discussed; refund not processed.
Unresolved




2025-10-27 09:30
Email
Customer sent billing documents requesting confirmation.
Awaiting response




2025-10-27 15:10
In-Store Visit
SIM replaced; customer expressed frustration at repeating issue.
Handled




2025-10-28 14:55
Web Chat (Current)
Customer seeking status update on refund and plan upgrade.
Active








Context Analysis


    

  • Primary Intent: Billing resolution and plan upgrade confirmation.  
    • 

  • Pain Point: Multiple handoffs without continuity; refund unresolved for 3 days.  
    • 

  • Customer Value: High — premium family plan user, good upgrade potential.  
    • 

  • Preferred Channel: Chat-based support (mobile or web).  
    • 





Real-Time Agent Guidance


Suggested Next Steps for Agent:


    

  1. Acknowledge continuity:
    
“Hi Jennifer, I see you contacted us recently about your billing adjustment and plan upgrade. Let me check the latest update for you.”  
    2. 

  2. Confirm refund status:
    
Retrieve ticket #ZEND-87245 from Zendesk and verify credit adjustment.  
    3. 

  3. Cross-sell opportunity:
    
If refund resolved → Offer 5G+ Unlimited family plan at 15% loyalty discount.  
    4. 

  4. Retain sentiment:
    
Use empathetic acknowledgment (“I understand this has taken longer than expected”) and provide ETA for final resolution.  
    5. 





System Updates Triggered


    

  • Salesforce CRM: Updated customer timeline and sentiment score (0.64).  
    • 

  • Zendesk Support: Ticket #ZEND-87245 marked as “Pending Agent Response.”  
    • 

  • Twilio Logs: Linked latest chat transcript for unified visibility.  
    • 

  • CCAI Dashboard: Recorded sentiment recovery trend and context retention (100%).  
    • 





Outcome Prediction






KPI
Before
After
Projected Impact






Average Handle Time (AHT)
9.2 mins
6.1 mins
↓ 33%




Context Retention
45%
100%
Seamless transitions




CSAT (Projected)
3.6/5
4.7/5
Improved satisfaction




Cross-Sell Probability
25%
58%
Higher due to targeted offer








Agent Output Summary


All previous interactions synchronized.

Context transferred successfully.

Live guidance and cross-sell prompt delivered to assigned representative in Zendesk.

CRM and support logs updated across all channels in real time.

Related Agents

Entitlement and Warranty Intelligence Agent

Validates service entitlement and warranty coverage by interpreting complex data and contract policies.

Audit Assurance Agent

Automatically generates immutable, time-stamped audit logs for every entitlement and warranty system update, ensuring compliance and traceability.

Service Execution Transaction Integrity Agent

Executes automated sales finalization and real-time core system updates, eliminating manual handoffs and reducing process delays.

Omnichannel Engagement Optimization Agent

Ensures synchronized, unified customer engagement by integrating digital and assisted channels for seamless, consistent service execution.

Offer Integrity Assurance Agent

Automatically validates real-time product eligibility and inventory, ensuring only fulfillable offers reach the customer.

Exception Resolution Summary Agent

Prepares actionable summaries for exception discount cases, enabling quick, well-informed reviews by human managers.