Sobot Unveils AI-First Strategy to Deliver More Human-Like Customer Service Experience

Sobot’s New ‘AI-First’ Strategy Brings Human Touch to Customer Service

Customer support professionals know that while AI is transforming service delivery, many customers still crave human empathy and understanding. Sobot’s latest announcement introduces an “AI-First” strategy designed to make AI-driven customer service feel more natural and responsive.

Why Human-Like AI Matters in Customer Service

The AI-for-customer-service market is booming, expected to grow from $12 billion in 2024 to nearly $48 billion by 2030. Yet, more than half of customers prefer human interaction because it offers empathy. Another 42% want a blend of AI and human support.

This shows a clear need: AI solutions must go beyond automation to truly understand customer needs and emotions. Sobot’s CEO points out that customers are frustrated by AI systems that lack context and emotional perception. Their strategy focuses on delivering intelligent service that feels more human.

The Five Pillars of Sobot’s AI-First Approach

• Omnichannel AI: Sobot connects websites, mobile apps, social media (Facebook, Instagram, WhatsApp), email, phone, and SMS into a seamless experience. It even includes AI voicebots for inbound and outbound calls, ensuring customers get consistent support wherever they reach out.
• Scenario-Based AI: This approach adapts to specific industries, especially retail and e-commerce. It supports the entire customer journey—from 24/7 pre-sales support to personalized checkout recommendations and quick resolution of post-sales issues, helping turn browsers into buyers.
• Multi-Faceted AI: Sobot AI helps all players in customer service. Customers get accurate, humanlike answers; human agents receive suggested replies and summary drafts to boost productivity; administrators access detailed dashboards to optimize operations.
• Generative AI: Powered by advanced Large Language Models (LLMs) like OpenAI and DeepSeek, combined with Small Language Models (SLMs), Sobot AI can pull relevant knowledge and compose precise, professional responses tailored to industry needs.
• Secure AI: Data privacy and compliance are priorities. Sobot follows global regulations and holds certifications in information and cloud security. Regional data centers ensure reliable performance worldwide.

What This Means for Customer Support Teams

Sobot’s AI-First strategy is about more than technology—it’s about improving the quality and ease of customer interactions. Support teams benefit from AI that assists without replacing human empathy. The system’s ability to provide context-aware, personalized responses can reduce repetitive tasks and speed up resolutions.

Administrators gain clearer insights into performance metrics, helping them fine-tune workflows and improve customer satisfaction.

Learn More and Stay Ahead

Sobot has updated its website to make it easier for businesses and support teams to explore AI features, use cases, and benefits. For those looking to deepen their AI skills and understand how to work alongside these tools, resources like Complete AI Training offer practical courses tailored for customer support roles.

As AI continues to integrate into customer service, solutions that balance intelligent automation with a human touch will become essential. Sobot’s five pillars provide a clear framework for delivering that balance.