›Why omnichannel support needs a structured workflow
Customers move between email, chat, phone and social media expecting continuity. In most companies, each channel is a separate silo — the customer repeats their story at every handoff, and agents lack context from prior interactions.
Utilyx models omnichannel support as an executable workflow: a 24/7 AI chatbot auto-resolves from the KB, escalations to agents carry full context, and email, chat, phone and social feed a single unified queue with a shared customer timeline.
›The automated omnichannel workflow
- Intake: conversations arrive from email, chat, phone (transcribed), social media and in-app messaging into a single unified queue on the customer record.
- AI chatbot: the copilote IA handles conversations 24/7, answering from the knowledge base with semantic search across 7 languages. It resolves common queries without an agent.
- Auto-resolution: when the chatbot resolves the query, the case is closed and the deflection is logged; the conversation is saved to the customer timeline.
- Escalation with context: when the chatbot cannot resolve, it escalates to an agent with the full conversation history, customer profile, sentiment analysis and suggested KB articles — no repeated questions.
- Unified agent desktop: the agent sees every channel in one view, with the shared customer timeline and context. Replies are sent on the customer's channel of choice in their language.
- Routing: visual routing rules assign conversations by skill, language and priority; the AI copilot builds the routing logic from a plain-language description.
- Closure & feedback: after resolution, a CSAT survey is auto-triggered on the same channel.
›Concrete benefits
Teams using Utilyx deflect up to 40% of conversations via the 24/7 AI chatbot and cut average handle time by 30% thanks to full context on escalation — no repeated customer story.
The no-code visual designer lets a customer service manager build and adjust routing without developers, and the unified queue eliminates channel silos — 60% faster deployment at 70% lower TCO than legacy omnichannel suites.
›Continuity & languages
The shared customer timeline means every agent, on every channel, sees the same conversation history. 7-language support lets one workflow serve a multilingual customer base without separate deployments.
Semantic search across the KB ensures the chatbot and agents surface the right answer, not just keyword matches.
›The workflow in real time
Every node is executable, every branch is testable. Visualize the actual flow of your data while you design.
Frequently asked questions
Can the AI chatbot resolve queries without an agent?
Yes. The 24/7 AI chatbot answers from the knowledge base with semantic search across 7 languages, resolving common queries and logging the deflection automatically.
Do agents see context when a chat is escalated?
Yes. Escalations carry the full conversation history, customer profile, sentiment analysis and suggested KB articles — the customer never repeats their story.
Are all channels unified in one queue?
Yes. Email, chat, phone (transcribed), social media and in-app messaging feed a single unified queue with a shared customer timeline.
Ready to automate your processes?
Utilyx lets you design, automate and orchestrate your workflows visually — with an AI copilot, OCR, PDF generation and legal archiving. Start in minutes, not weeks.