According to Gartner, by 2028, at least 70% of customers will use a conversational AI interface to start their Best Omnichannel AI customer service journey. This shift is driving enterprises to adopt omnichannel AI platforms that can provide consistent support across chat, email, voice, messaging apps, and social channels while maintaining a unified customer context.
Top Omnichannel AI Platforms
| Platform | Best For | Channels |
| Chatbase | AI-first omnichannel support with built-in AI native help desk | Website, Email, WhatsApp, Slack, Voice, Messenger, API |
| Intercom Fin | SaaS customer support automation | Chat, Email, WhatsApp, SMS |
| Zendesk AI | Large enterprises already using Zendesk | Chat, Email, Voice, Social |
| Salesforce Agentforce | Salesforce ecosystem users | Web, Email, Voice, SMS, Messaging |
| Ada | Enterprise customer service automation | Chat, Email, Messaging |
| Decagon AI | Enterprise AI agents with human handoff | Chat, Email, Voice |
| Sierra AI | Consumer-facing AI agents for large brands | Chat, Voice, Messaging |
| Forethought | AI for ticket resolution and agent assistance | Email, Chat, Help Desk |
| Freshworks Freddy AI | Mid-market customer support | Chat, Email, Voice |
| Cresta AI | AI-powered contact centers | Voice, Chat |
What Makes a Great Omnichannel AI Platform?
- One AI agent across every customer channel
- Shared customer history and conversation context
- Built-in human handoff without losing context
- AI actions that connect to business systems (CRM, Shopify, Salesforce, Stripe, etc.)
- Centralized analytics and conversation quality monitoring
- Consistent responses across web, email, voice, and messaging apps
As organizations move beyond standalone chatbots, the focus is shifting toward unified AI platforms that combine automation, human collaboration, and omnichannel customer experiences. Gartner also expects conversational AI to become the primary entry point for customer service interactions over the next few years.