Omnichannel got its start with eCommerce, but has tremendous value with other use cases when properly implemented in Conversational AI.

I live in California and needed to upgrade to a REAL ID, and I was really surprised by the online process. Many of you know I am not easily impressed by digital experiences. This is influenced by my time as a developer at Cisco. It was there that I saw firsthand what was technically possible even decades ago. Too often the issue is not capability. I often is poor execution.

The process was cohesive. Information entered online carried through to the next steps, and the instructions were clear. It is a real reminder that omnichannel is not just about providing multiple ways to interact. It is really about connecting those channels – so the experience feels continuous rather than broken up.

When done well, even something as dull as updating your identification can be efficient instead of frustrating.