Imagine this: A customer complains about a wrong order on WhatsApp. In the old world, a chatbot says, “I understand, let me create a ticket.” The customer waits. In 2026, an Agentic AI instantly checks the inventory, processes the refund, and dispatches a replacement, without human intervention.
This is the difference between “Multichannel” (disconnected presence) and “Omnichannel” (unified action). While Multichannel spreads you thin, Omnichannel gives your AI the power to act.
Here is why Agentic AI demands an omnichannel ecosystem to survive.
1. Agents Need a “Single Source of Truth” to Act
Multichannel strategies create data silos. If your Instagram DM system doesn’t talk to your warehouse, your AI is blind. Agentic AI requires a unified stream of data to make autonomous decisions.
When you unify touchpoints, you empower your agents to solve complex problems, not just answer FAQs. The impact on loyalty is massive. According to the Aberdeen Group, companies with strong omnichannel engagement retain 89% of their customers, compared to 33% for those with weak strategies. In 2026, retention relies on agents that know the full story.
2. From Generative Conversation to Agentic Execution
Generative AI writes text; Agentic AI does work. However, an AI agent is only as capable as its access. In a fractured multichannel setup, an AI cannot cross-reference a user’s email complaint with their TikTok comment.
Omnichannel provides the infrastructure for Agentic AI to function autonomously. It moves from passive replies to active resolution. McKinsey & Company reports that AI-driven personalization and resolution can drive 40% more revenue for top performers. You cannot achieve this revenue lift if your AI is stuck in a silo, unable to execute tasks across platforms.
3. Frictionless Commerce: The Agent Is the Cashier
Multichannel forces customers to click links and leave apps to pay. Omnichannel allows Agentic AI to handle the entire transaction within the chat.
By integrating transaction capabilities (Chat Commerce), your Agentic AI becomes your best salesperson. Juniper Research forecasts that spending over conversational channels will reach $290 billion by 2025. By 2026, customers expect the AI to not just recommend the product, but to process the payment and schedule delivery instantly.
The Verdict: Empower Your Agents
Don’t just chat with your customers, solve their problems. Are you ready to deploy autonomous agents that drive sales and service seamlessly?
Discover to Mimin’s Agentic AI and Omnichannel Inbox today to automate not just conversations, but outcomes.
ABOUT MIMIN
Mimin is a platform that helps businesses to create conversational customer journeys with Artificial Intelligence. With Mimin, businesses can effortlessly build chat journeys and establish a positive customer experience.
The applications that can be generated include, amongst others, the ease of running chat commerce, chat campaigns, customer automation, omnichannel inbox, and Agentic-AI chatbot.
With Mimin, businesses can deliver superior customer experiences, strengthen customer relationships, and build stronger customer loyalty.
Learn more about Mimin by contacting:
Mimin
PT. Admin Pintar Kita
Graha Charis Siem
Jl. Tanah Abang 5 No. 21, Central Jakarta
Phone: +62 856 0322 5212
Email: halo@mimin.io
