Sobot omnichannel AI and scenario-based AI enable customer engagement “anytime, anywhere”
Singapore, December 24, 2025 /PRNewswire/ — Sobot ranked in 252 reports and earned 32 badges, including 7 Leader badges in the Winter 2026 G2 Report. The strong performance signals Sobot's significant progress in improving customer experience, especially since the launch of its “AI first” strategy.
Sobot's Five-AI system enables seamless, connected customer engagement
Sobot AI: 90% increase in retention and 18.9% increase in engagement
As customer interactions become more frequent and complex, businesses are turning to AI to support customer engagement across multiple channels and scenarios. In response, earlier this year, Sobot introduced a “5 AI” system consisting of omnichannel AI, scenario-based AI, multifaceted AI, generative AI, and secure AI.
Among these capabilities, omnichannel AI and scenario-based AI form the foundation to address the most pressing challenges in modern customer engagement. Research shows that companies with omnichannel strategies have 90% higher customer retention rates and 18.86% higher customer engagement rates, highlighting the importance of connected, scenario-driven AI solutions.
This upward trend is in good agreement with Sobot's “Five-AI” system. In addition to providing basic AI capabilities, Sobot is deeply rooted in real-world applications and designed to meet the demands of multiple industries, especially retail and e-commerce.
Connect with customers at every touchpoint with Sobot Omnichannel AI
G2 reviewers shared how Sobot helped them solve their challenges. “Our agents struggled to switch between channels, but Sobot's omnichannel solution changed that. Our website, apps, social media, email, and phone support are now integrated into one platform powered by powerful AI. It's designed to solve e-commerce problems like product recommendations, order tracking, returns, and refunds, and we feel like it's built with how e-commerce actually works.”
Sobot Omnichannel AI seamlessly integrates with proprietary websites, major e-commerce platforms, email, live chat, and mainstream social media platforms such as Facebook, Instagram, and WhatsApp. In addition to these online messaging channels, Sobot also supports voice channels, extending AI-powered customer service to phone interactions.
Sobot brings all these channels together into a unified workbench, eliminating data silos and making life easier for customer service agents. Sobot's omnichannel AI directly addresses the needs highlighted in the G2 review by delivering a seamless, context-aware customer experience across all channels, and we see it playing a key role in Sobot's strong performance.
Sobot's scenario-based AI supports every step of the customer journey
Sobot will never stop evolving its AI customer contact system, providing essential AI capabilities to ensure smooth daily operations. Sobot, which has served over 10,000 customers across various industries, proposed scenario-based AI. It is an AI customer contact system designed to adapt to the problems of specific business environments, especially in fast-moving sectors such as retail and e-commerce.
Sobot's scenario-based AI covers the entire e-commerce customer engagement lifecycle.
- Pre-sales: Instantly respond to inquiries 24/7 and convert browsers into buyers.
- During purchase: Make personalized recommendations to increase sales volume and revenue.
- After-sales: Handle shipping, returns, and refund issues to increase customer satisfaction and loyalty.
- Retention and growth: Complete the closed-loop journey of attracting repeat purchases and moving customers back to the pre-sale stage using AI insights and customized promotions.
Beyond e-commerce, Sobot scenario-based AI also supports real-world applications across industries such as healthcare, finance, and education, adapting to different customer needs. As a CX leader at an e-commerce company told G2: “Sobot's AI customer contact solution helps support customers throughout the purchasing process and continues to perform well even during peak periods such as promotions and holidays. Its flexibility and versatility really impressed us.”
Sobot's CEO explains how five AI systems enable customer-centric engagement
“Instead of customers struggling to find business, we help businesses meet customers anywhere,” said Sobot CEO Xu. “To enable this, we designed five AI systems consisting of omnichannel AI, scenario-based AI, multifaceted AI, generative AI, and secure AI to support seamless, context-aware customer engagement across all channels and stages of the customer journey. And we’re seeing it work.”
Based on this vision, Sobot ensures businesses can adapt to evolving customer needs while delivering consistent, personalized, and efficient interactions even during peak times. The influence of this customer-centric approach is reflected in Sobot's G2 rating, reinforcing why users across industries continue to validate and recommend Sobot's solutions.
For more information, please visit https://www.sobot.io/.
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