Why Complex Issues Stymie AI Support, and How Brands Can Fix It
CX Dive, Tuesday, October 13th, 2026
Context lost between bots and human agents reflects integration gaps and siloed service teams, analysts say.
Generative and agentic AI handles basic support well but struggles with complex issues, often because of call flow and operational design.
When channels are not integrated, context is lost and customers must repeat themselves after reaching a human, so Valoir's Rebecca Wettemann recommends enabling session IDs to reconcile conversations across email, chat and voice.
Many service organizations have separate teams per channel, which complicates handoffs.
Experts urge a review of how the service function is structured and a move to an omnichannel approach.