Five Pillars Driving Humanized AI-Powered Customer Service and Experience

Reshaping AI-Powered Customer Service and CX with Five Pillars of Next-Gen AI

Sobot, a leading AI customer contact solution provider, has introduced its "AI-First" strategy, highlighting five key pillars that aim to deliver smarter, more intuitive customer service. These pillars—Omnichannel AI, Scenario-Based AI, Multi-Faceted AI, Generative AI, and Secure AI—focus on creating an experience-led, user-friendly, and efficient solution for customer support teams.

Sobot’s Vision: Intelligent Yet Human-Like Customer Service

AI is increasingly central to transforming customer service. The global market for AI in customer service is expected to grow from USD 12.06 billion in 2024 to nearly USD 48 billion by 2030. Despite this growth, more than half of customers still prefer human interaction for empathy, while many favor a combination of AI and human support.

Customers often find AI lacking in emotional understanding and contextual awareness. Sobot’s strategy aims to change that by not just automating tasks but delivering services that feel more natural and understanding.

The Five Pillars of Sobot’s AI-First Strategy

Omnichannel AI – Seamless Experience Across All Platforms

Sobot AI connects with customers on websites, mobile apps, social media platforms like Facebook, Instagram, and WhatsApp, as well as through email, phone calls, and SMS. It includes an AI voicebot capable of handling both inbound and outbound calls. This integration ensures customers get a consistent and smooth experience no matter where they begin their interaction.

Scenario-Based AI – Industry-Specific Customer Support

Sobot AI adapts to the needs of different industries, with a strong focus on retail and e-commerce. It supports the entire customer journey—from answering pre-sales questions around the clock to providing personalized product recommendations at checkout, and resolving post-sales issues quickly. This helps increase sales and boost customer satisfaction.

Multi-Faceted AI – Assisting Customers, Agents, and Administrators

• For customers: The AI Agent draws from a knowledge base to deliver accurate and human-like responses.
• For support agents: The AI Copilot suggests replies and generates summaries to speed up workflows.
• For administrators: AI Insight offers detailed dashboards to track performance and optimize operations.

Generative AI – Leveraging Advanced Language Models

Sobot AI uses a combination of Large Language Models (LLMs) like OpenAI and DeepSeek, alongside Small Language Models (SLMs) for industry-specific accuracy. This hybrid approach allows the AI to break down complex knowledge, retrieve relevant information, and craft clear, precise responses.

Secure AI – Ensuring Data Privacy and Compliance

Security is a priority. Sobot’s platform complies with various country-specific data regulations and holds recognized certifications in cloud and system security. Regional data centers across the US, Europe, Singapore, and other locations support reliable and compliant service worldwide.

Commitment to Humanized AI in Customer Service

Sobot’s updated website now better showcases its AI solutions, highlighting features, use cases, and benefits. The company’s focus remains on delivering AI that is easy to use and efficient, but above all, human-centered.

For customer support professionals, Sobot’s approach offers a way to meet customer expectations while improving operational efficiency. The five pillars form a solid foundation for AI that enhances service quality without losing the human touch.

To explore more about AI tools and training that can support your customer service role, visit Complete AI Training’s latest courses.