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Customers no longer stick to a single channel when interacting with brands. They might start a conversation on your website’s chat, switch to a messaging app on their way to work and finish it with a phone call. And they expect a seamless experience throughout.
If you can’t offer this, it doesn’t matter how many channels you support. Without continuity, your customer service remains siloed—and that’s a problem.
In this blog post, we’ll examine how siloed channels disrupt customer engagement, impact customer experience and agent productivity, and why simply offering multiple channels isn’t enough without intelligent, unified understanding. We’ll also explore how SESTEK’s Conversational AI ensures seamless conversations across all touchpoints, and how organizations benefit from real-life success stories powered by SESTEK solutions.
Why Siloed Channels Are a Problem
Siloed channels—also known as disconnected channels—are created when organizations offer service through multiple platforms that don’t communicate with each other. This often happens during rapid digital expansion, where different teams implement tools independently without proper integration.
The result? Fragmented systems that keep customer data and interaction history isolated. This makes it nearly impossible to deliver a smooth, cohesive experience across touchpoints. The effects ripple across the organization: hurting customer satisfaction, agent productivity, and operational efficiency.
How Siloed Channels Hurt Customer Experience and Service Operations
Siloed channels create challenges that affect multiple areas from frustrating customers with inconsistent service to lowering agent productivity and complicating internal workflows. Let’s explore these impacts in detail.
Poor Customer Experience
When agents don’t have access to a customer’s full interaction history, they ask repetitive questions or offer inconsistent answers. This frustrates customers. According to McKinsey, 71% of consumers expect personalized interactions, and 76% feel frustrated when they don’t receive them. With 73% of customers using multiple channels during their journey, seamless transitions are now a baseline expectation.
Disconnected systems prevent agents from delivering this. Without context, service becomes reactive, fragmented, and slow. No wonder 75% of customers say they expect consistent, omnichannel experiences—something siloed systems can’t deliver.
Slower Resolutions
In fragmented environments, agents often lack visibility in prior interactions. They’re forced to restart the process, which wastes time and effort for everyone. Companies with disconnected support systems see 20–30% longer resolution times, impacting satisfaction and operational costs.
Reduced Efficiency
When agents must switch between separate tools to retrieve CRM data, emails, chat logs, or call history, workflows become inefficient. According to Forrester, agents spend up to 30% of their time navigating these systems instead of resolving issues.
Lower Agent Morale
Without access to the right information, agents feel less confident in their ability to help. Over time, this affects morale, increases frustration, and leads to higher turnover.
Poor Data Flow and Limited Insights
Disconnected systems also hurt data accessibility. Teams are left compiling information manually, slowing down insights and decisions. 70% of enterprises struggle with fragmented data—affecting innovation, responsiveness, and long-term growth. Companies with integrated data are 2.5 times more likely to be industry leaders.
Omnichannel Isn’t Enough Without Intelligence
A true omnichannel strategy connects all communication channels—voice, chat, messaging, and more—so customers can move effortlessly between them without losing context.
However, many companies get stuck in a multichannel mindset. They add new options for convenience but fail to unify them. As a result, customers receive inconsistent experiences across channels. They might enjoy chatting with a helpful agent but get frustrated by a clunky chatbot or redundant phone support.
Great omnichannel service isn’t just about being present on every channel—it’s about making each channel feel like part of one continuous conversation. And to achieve that, you need intelligence and context behind the scenes.
Conversational AI: The Solution to Fragmented Experiences
Conversational AI, powered by technologies like natural language processing and real-time analytics, serves as an intelligent layer across all touchpoints. It retains context, understands intent, and creates a fluid customer journey that isn’t interrupted by channel switches.
Whether your customers are using voice, chat, messaging apps, or web portals, conversational AI enables consistent and personalized interactions across the board.
How SESTEK’s Conversational AI Enables Unified Engagement
SESTEK brings over 20 years of expertise in voice and AI technologies. Its conversational AI suite reflects this experience, offering advanced features that make omnichannel engagement not just possible—but seamless.
Knovvu Virtual Agent, SESTEK’s flagship solution, acts like a super-agent that serves across all interaction channels. It enables intelligent self-service automation around the clock while freeing up human agents to handle complex issues.
With high-performance natural language understanding, intent recognition (with over 90% accuracy), and sentiment analysis, SESTEK’s solutions do more than just answer queries—they understand what customers want and how they feel.
This means customers can engage in natural, human-like conversations across channels like web, IVR, SMS, WhatsApp, and more—without repeating themselves. The result? A smooth, intelligent omnichannel experience supported by unified context.
Conversational AI in Action: Real-World Success Stories from SESTEK
Madame Coco
Operating in 23 countries with over 700 stores, Madame Coco needed to extend service availability beyond working hours and improve interaction quality across channels. By implementing Knovvu Virtual Agent, the brand:
- Provided 24/7 service in 5 languages
- Handled 54% of inbound calls automatically
- Reduced live agent handling for text channels from 9 agents to 2
- Achieved a self-service rate over 84%
Istanbul Grand Airport (IGA)
With 90 million passengers, IGA faced high volumes of inquiries and needed to reduce manual workloads. By using Knovvu Virtual Agent across its mobile app, WhatsApp, and IVR channels, IGA:
- Answered 1M+ visitor questions
- Achieved 93% menu navigation accuracy
- Saved 1,000 agent hours monthly
- Improved WhatsApp NPS by 22%
VakıfBank
As Turkey’s fourth-largest bank, VakıfBank aimed to boost its mobile banking adoption. Using Knovvu Virtual Agent, the bank:
- Launched ViBi, a smart assistant for voice and text
- Increased self-service transactions 3x
- Enabled 3.5M users to complete 150K daily transactions
- Received 2.5M credit applications annually via ViBi
From Siloed to Seamless: Delivering the Experiences Customers Expect
In a world where customers demand personalized, consistent service across channels, disconnected systems just don’t cut it. Simply adding more channels isn’t enough—what matters is how intelligently those channels work together.
SESTEK’s Conversational AI provides the unified layer modern engagement requires—empowering businesses to deliver fast, fluid, and personalized experiences on every channel. For customers, that means less frustration and more trust. For businesses, it means better outcomes, improved efficiency, and a competitive edge.
Ready to unify your customer experience?
Contact us to discover how SESTEK can help you create smarter, seamless interactions that move your business forward.
