Although some functionality, for example, those provided by the Order Management System (OMS), can be very effectively fully automated. The specific case of queries or troubleshooting a multi-channel approach allowing human interaction is necessary. Frequently asked questions (FAQs) can be handled directly by the portal with strong search functionality and chatbots specifically configured to address issues. However sometimes for quick problem solving or answering an unusual query, human intervention is necessary. This means your portal should allow for multi-channel communication.