• by Ray Schultz , Columnist, 6 hours ago

AI agents provide customer support across a variety of channels. But not all are alike—each has its own dynamic, according to SparrowDesk. 

Take email, which has been integrated with chat in the SparrowDesk channel mix. It respects formal protocols, while using branded signatures and structuring replies. 

In contrast, chat presents a greeting and maintains a dynamic, conversational tone. 

And the AI system solves queries, drawing on knowledge bases, uploaded files, website content, and past tickets, while avoiding the back-and-forth that is typical in email support. 

SparrowDesk seeks to bring “proven chat intelligence to email with deep customization that respects how each channel works,” says Shihab Muhammed, the CEO of SurveySparrow, the company behind SparrowDesk.

Muhammed adds, “We were using two different tools for customer support -- one for email and one for chat. I've seen how difficult it is to manage multiple systems, reconcile reports, and deal with the chaos that creates for our teams and customers. That's when we thought: What if we built a truly omni-channel support tool, one that is AI-first and capable of resolving queries by itself?”

SparrowDesk cites statistics that the customer service software market is expected to grow to $68.29 billion by 2032.

The key factors are scale ad speed. 

“In 2010, waiting a day for an email reply was acceptable,” Muhammed says. “Today, customers expect instant, always on support.”