Which Channel for an AI Customer Service Bot? A Field Guide
This story is from 2026-10-16. It is preserved in the archive; the latest stories are on the live feed.
The channel decides more about your agent's behaviour than the model does. Where your customers already are, what each channel is mechanically bad at, and why you should launch one, not four. A two-location yoga studio rolled its AI agent out on three channels in a single week: Instagram DM, web ch…
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- 2026-10-16 02:35 · DEV Community — AI
Which Channel for an AI Customer Service Bot? A Field Guide