B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
18.86%
18.86% -- customer engagement uplift for companies using omnichannel AI (2026)
Companies using omnichannel AI see 18.86% higher engagement.
- Original study/vendor source not specified
Attribution:
View source
Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
18.86%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
sobot.io
Primary
Tier C
https://www.sobot.io/blog/16-critical-questions-about-service-desk-software/ ↗
Source Article
16 Critical Questions About Service Desk Software in 2026 — Answered
Group 1: Understanding Core Concepts
❶ What is Help Desk Software?
In the mid-1990s, research by Iain Middleton of Robert Gordon University[2] studied the value of an organization’s help desks. It found that value was derived not only from a reactive response to user issues, but also from the help d…
Original Research
sobot.io
· Original study ↗
Methodology
Vendor-cited benchmark, original source not identified
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
companies using omnichannel AI: 18.86% customer engagement uplift. Source: sobot.io (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/omnichannel-ai-engagement-18-86-higher
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<blockquote cite="https://lighthousedata.io/data/omnichannel-ai-engagement-18-86-higher" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>18.86%</strong> -- customer engagement uplift for companies using omnichannel AI<br><small>Source: sobot.io (2026) · <a href="https://lighthousedata.io/data/omnichannel-ai-engagement-18-86-higher" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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