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Moreover, Gartner estimates that one in 10 agent interactions will be automated by 2026, an increase from the current 1.6% This is especially true for those cutting-edge companies that have wisely made multichannel communication a central part of their support model. rate of AI-automated interactions.
billion people will have mobile phones by 2026. Multichannel support: Another area that demands immediate attention is the ability to offer support across multiple channels, including live chat, phone, email, and social media. Text messaging: Text messaging is a wildly popular support channel that is only gaining momentum.
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