technology
When AI Becomes a Concierge: Comparing Proactive Agents to Classic Chatbots in Real‑Time Omnichannel Support
When AI Becomes a Concierge: Comparing Proactive Agents to Classic Chatbots in Real-Time Omnichannel Support Proactive agents outperform classic chatbots in real-time omnichannel support by anticipating issues before the customer even notices them, cutting wait times, and delivering a measurable boost in ROI while still allowing human agents to handle