AI agents that answer customers and get routine work done
Let an AI agent answer questions from your own knowledge base, act in your systems through approved tools, and bring in a person whenever a case needs judgement.
An AI agent answering a question, rescheduling a booking through a tool and offering a person. Sample conversation.
Short answer
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OmniChannels.ai AI agents are powered by BroadNet AI. They understand English and Arabic, answer from your own knowledge base, and take actions such as rescheduling a booking through tools connected to your APIs, including over MCP. They keep memory across conversations, can work as a team of agents, and hand over to a human in the shared inbox. You can deploy them as SaaS, in a private cloud or on-premise.
What AI agents can do
An AI agent combines language understanding, your knowledge and access to the tools you approve.
English and Arabic understanding
Customers write the way they speak, in English or Arabic, and the agent works out what they need without fixed keywords.
Answers from your knowledge base
The agent answers from your policies, product information and FAQs, so replies reflect how your business actually works.
Actions through tools and APIs
Connect the agent to your systems through APIs or MCP tools, so it can check an order, update a record or book an appointment.
Persistent memory
The agent remembers earlier conversations with the same customer, so returning customers do not start from the beginning.
Multi-agent orchestration
Split work between specialised agents, for example one for sales questions and one for after-sales, coordinated in one conversation.
Human-in-the-loop handover
The agent passes the conversation to a person in the shared inbox when policy, the customer or the case calls for it, with the history kept.
On the channels customers use
Deploy on WhatsApp, voice, web chat, Messenger, Instagram, email and the other channels in the platform.
Governance and audit
Require review before sensitive actions, limit which tools an agent may use and keep an audit trail of what it did.
How AI agents can be deployed
Choose the setup that matches your data and compliance requirements. We agree it with you during discovery.
| Item | Details |
|---|---|
| SaaS | Hosted by BroadNet. The quickest route when your policies allow customer data to be processed in a hosted service. |
| Private cloud | Runs in a cloud environment dedicated to your organisation. |
| On-premise | Runs in your own data centre, for organisations that must keep data inside their own infrastructure. |
| Voice agents | AI voice agents, including in Arabic, provisioned with your account team on BroadNet's voice services. |
How to put an AI agent into production
- 1
Choose the first use case
Pick one bounded job, such as order questions or booking changes, with clear success measures and a clear handover point.
- 2
Prepare the knowledge
Collect the policies, FAQs and product information the agent should answer from, and remove outdated versions.
- 3
Connect the tools
Decide which actions the agent may take, connect them through your APIs or MCP, and set which ones need a person to approve them.
- 4
Define handover and guardrails
Agree what the agent must never answer, when it hands over, and which agents receive those conversations in the inbox.
- 5
Test with real questions
Run past customer questions in English and Arabic through the agent, review the answers and actions, then launch on one channel and expand.
When an AI agent is the right choice
A good fit when
- Customers ask the same kinds of questions in many different ways, in English and Arabic.
- The answers already exist in documents, policies or product data you can share with the agent.
- Routine tasks such as status checks, rebooking or updating details can be done through your APIs.
- You want people to spend their time on the cases that need judgement.
Good to know before you start
- An AI agent is only as good as the knowledge it is given; gaps and outdated policies lead to wrong answers.
- Like any language model, it can misread a request, so keep sensitive actions behind review and keep a route to a person.
- Actions need APIs or MCP tools on your side; the agent cannot act in systems it is not connected to.
- Channel rules still apply, including WhatsApp's 24-hour service window and Meta's messaging policies.
- Regulated sectors should agree data handling and the deployment model with their compliance team before launch.
AI agent questions
What is the difference between an AI agent and a chatbot?
A flow chatbot follows paths you write in advance, such as menus and keywords. An AI agent understands free text, answers from your knowledge base and can take actions through tools. Many teams use both: a flow for fixed tasks and an agent for open questions.
Does the AI agent understand Arabic?
Yes. BroadNet AI agents understand and reply in English and Arabic. Test them with real customer messages from your market before launch, including the dialects your customers use.
Can the agent take actions in our systems?
Yes, through tools you connect over your APIs or MCP, such as checking an order or moving a booking. You decide which tools it can use and which actions need a person to approve them first.
How does handover to a human work?
When the case calls for a person, the agent passes the conversation to the shared inbox, where an agent picks it up with the full history. You set the handover rules, such as complaints, refunds or an explicit request.
Can we keep data in our own environment?
Yes. BroadNet AI can run as SaaS, in a private cloud or on-premise. We agree the deployment model with you based on your data and compliance requirements.
Which channels can an AI agent work on?
WhatsApp, voice, web chat, Facebook Messenger, Instagram, email and the other channels in the platform, within each channel's own rules.
Guides on this topic
- Customer supportWhatsApp Chatbot to Human Handoff: How to Design It Properly8 min read
- UAE & Saudi ArabiaArabic Customer Messaging: Best Practices for GCC Brands8 min read
- Customer supportHow to Design a Multi-Agent WhatsApp Customer Support Workflow8 min read
- IntegrationHow to Connect a CRM to an Omnichannel Inbox With Webhooks8 min read
- ComplianceWhatsApp Business API Security and Privacy: What to Know8 min read
Explore more of the platform
See an AI agent on your own use case
Bring one real customer workflow. We'll show how an agent answers it, which tools it needs and where a person takes over.