Omnichat Unveils Omni AI Agent Studio, Partnering with LINE, Meta, and AWS to Redefine Retail with AI

Omnichat, the leading brand in omnichannel conversational commerce, hosted its “2025 Omnichat Product Launch Event – Beyond Omnichannel & AI.” The event featured three tech giants, LINE, Meta, and Amazon Web Services (AWS), in a joint discussion on how AI technology is redefining customer acquisition, communication, and conversion in retail. During the event, Omnichat officially launched its “Omnichannel Omni AI Agent Studio”, a solution designed to help brands build bespoke AI assistant teams to achieve seamless human-AI collaboration and process automation.

Introducing the Omnichannel Omni AI Agent Studio

This year, Omnichat proudly introduces its “Omnichannel Omni AI Agent Studio,” marking a new era of AI-empowered omnichannel commerce. The event featured a live demonstration of the new Omni AI Agents, which enable brands to build customised AI agents that connect marketing, customer service, and sales functions. This transforms AI from a standalone tool into a core engine for enhancing the entire customer journey and boosting operational efficiency.

Alan Chan, Founder and CEO of Omnichat, stated, “As a leader in conversational commerce, Omnichat has helped brands generate over HK$2 billion in revenue and process more than 1 billion marketing messages in the past year. The AI Agent Studio launched this year will empower brands to create customised AI agents based on their unique needs, developing applications that are more aligned with real-world scenarios and further amplifying the value of data and human talent. Our goal is to help brands upgrade their efficiency, trust, and omnichannel integration simultaneously, unlocking a new frontier of intelligent growth.”

Core Features of the New AI Solution

The all-new “Omni AI Agent Studio” includes three core intelligent agents:

• AI Customer Service Agent: Provides 24/7 instant responses, with the ability to seamlessly transfer to human agents and provide them with AI-assisted reply suggestions.
• AI Smart Shopping Agent: Recommends products based on customer behaviour and preferences, significantly optimising conversion rates and the customer experience.
• AI Marketing Campaign Agent: Supports campaign planning, message copywriting, and target audience selection.

The standout feature of the Omni AI Agent Studio is its high degree of customisation and integration flexibility. It empowers enterprises to create highly personalised agents by leveraging their own customer data to provide exclusive, tailored recommendations and services. By connecting to a diverse range of top-tier Large Language Models (LLMs), such as OpenAI’s GPT models, Google’s Gemini, Anthropic’s Claude, Meta’s Llama 4, Deepseek, and AWS Nova, the platform allows these customised agents to be seamlessly integrated into any conversational workflow.

Brands can build proprietary AI agents based on their own customer data and connect with third-party AI models or professional services to create unique industry-specific applications, achieving integration across different ecosystems. This open architecture not only allows for flexible switching between human and AI agents but also ensures that brands can readily integrate the latest technologies as AI rapidly evolves, avoiding vendor lock-in and truly future-proofing their AI strategy.

Insights from Industry Leaders

As generative AI accelerates the transformation of brand communication, LINE, one of the most widely used messaging platforms in Taiwan, is becoming a key arena for AI application. Achi Tsai, Product & Strategy Planning Lead, Corporate Business at LINE Taiwan Limited, remarked, “With 22 million users in Taiwan, LINE BIZ-Solution has become a vital platform for brands to implement AI. Through co-creation between brands, partners, and LINE, we are building a practical AI ecosystem that enhances the user experience in every aspect, from interactive content to user security.”

In the era of AI-driven digital marketing, Meta continues to help brands achieve efficient growth through its advertising technology and generative AI. Vivian Chang, Agency Solutions Partner at Meta, shared, “Real-time, personalised business conversations effectively boost conversion rates and brand experience. Generative AI will significantly enhance the creativity and diversity of ad materials, and Meta’s AI technology can further automate the optimisation of ad placements and interaction paths, increasing ad reach by up to 48%. Omnichat provides a comprehensive integration service that helps brands connect CAPI with marketing automation systems, creating a one-stop solution.”

As a global cloud service provider, AWS has long assisted retail brands in optimising operational efficiency and predictive capabilities with AI. Annie Lin, Senior Sales Leader at AWS Taiwan, stated, “As the world’s largest e-commerce platform, Amazon has over 20 years of forecasting experience and continuously optimises its algorithms with deep learning. AWS applies this extensive e-commerce forecasting experience to AI systems for retailers, helping brands make precise decisions based on conditions like inventory, promotions, and weather. Generative AI can also act as a shopping assistant, providing optimal recommendations based on the consumption context, which greatly enhances personalised interactions and conversion rates.”

Omnichat’s Vision for an Open AI Ecosystem

Omnichat’s strength lies in connecting diverse channels like LINE, Facebook, Instagram, WhatsApp, and proprietary e-commerce platforms to create a 360-degree customer view. From omnichannel integration to data-driven, differentiated communication, Omnichat has built a complete Social CDP and Open API architecture. Jerry Weng, General Manager of Omnichat Taiwan, added, “This year, Omnichat will integrate KakaoTalk, South Korea’s leading platform, to expand our global communication reach. The future of business conversations will not be confined to a single platform but will involve the fusion and collaboration of different channels and AI ecosystems. Omni AI will be an open ecosystem where different AI agents can collaborate, enabling omnichannel AI conversations for customer service and marketing departments across all channels, allowing every brand to unlock its greatest business value.”

As the only partner in the APAC region certified by LINE, Meta and AWS, Omnichat seamlessly integrates multiple channels, including LINE, Facebook, Instagram, and WhatsApp, to deliver exceptional customer experiences through a comprehensive messaging management platform. The newly upgraded Omni AI technology enables enterprises to use customised AI agents to handle customer support, marketing, and sales tasks with greater precision and efficiency, accelerating brands’ transition into a new era of hyper-personalisation and data-driven success.