In today’s experience-led economy, sectors like retail and hospitality are under pressure to deliver customer service that feels personal, fast, and frictionless. As we move further into 2025, businesses are increasingly turning to technology, specifically AI-powered omnichannel contact centres, to meet rising customer expectations and stand out in competitive markets.
Different generations, different expectations
Customers no longer engage with brands in one channel; they expect a seamless experience across voice, email, web chat, social media, and messaging apps. And while expectations vary across generations, the demand for personalisation is a common thread:
- Baby Boomers tend to prefer phone or in-person interactions, valuing clarity and trust in human-led service.
- Gen X and Millennials expect efficiency and consistency, often moving between digital and traditional channels.
- Gen Z, true digital natives, prefer self-service and instant responses via chat, social or mobile. They value authenticity and tailored experiences above all.
The challenge for businesses? Meeting these diverse expectations without creating complexity or driving up costs. This is where AI, integrated into an omnichannel contact centre, becomes a powerful enabler.
How AI in omnichannel contact centres helps deliver personalisation at scale
AI isn’t just about automation; it’s about using intelligent tools to create smarter, more human experiences. Here’s how AI helps businesses rise to the challenge:
1. Personalised, consistent experiences across every channel
With AI analysing customer behaviour, preferences, and past interactions, businesses can tailor responses and recommendations in real time. Whether it’s suggesting a product, anticipating a service need, or remembering previous queries, AI ensures that the experience feels joined up, regardless of the channel.
Customers don’t want to repeat themselves. AI allows agents and bots to pick up conversations where they left off, seamlessly switching between channels without losing context.
2. Supporting agents with real-time insights
Far from replacing human agents, AI empowers them. By surfacing the most relevant information, recommending next-best actions, and even detecting customer sentiment, AI allows agents to deliver faster, more empathetic support. This boosts confidence, reduces handling time, and improves the overall quality of service.
3. Enabling 24/7 self-service that still feels personal
AI-powered virtual assistants and chatbots can handle routine queries and simple transactions anytime, anywhere. Crucially, when designed well, they don’t feel robotic. They use natural language processing and contextual awareness to engage customers in a helpful, human-like way. And when needed, they seamlessly hand over to a live agent along with the full context.
4. Driving continuous improvement through data
AI tools continually analyse performance and customer feedback, providing insights into what’s working and what’s not. This helps businesses optimise customer journeys, spot issues early, and adapt quickly to changing expectations.
Redcentric’s omnichannel contact centre: built for the modern customer
Our omnichannel contact centre brings all these benefits together. Built on Microsoft Teams and fully managed by Redcentric, it unifies customer interactions across phone, chat, email, social, and more. It’s powered by AI to deliver the intelligent, personalised service today’s customers expect.
Whether you’re a retailer responding to peak trading or a hospitality brand managing high guest expectations, AI-driven omnichannel support gives your team the tools they need to deliver standout service efficiently, consistently, and at scale.
