Epos Now Sidekick omnichannel support agent

What was done

Epos Now launched Sidekick with Ada to give small-business merchants 24/7 support for payments, inventory, billing, and point-of-sale operations. The agent pulls from Epos Now's knowledge base and system integrations, handles messaging channels, social channels, WhatsApp, and an IVR voice option, and prepares context before handoff when a human is needed. Ada reports 60,000 human labor hours saved each month, a 60% to 70% average automated resolution rate, and 40% of phone inquiries resolved automatically.

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