The consistency is the real win, not the maintenance savings. Customers bounce between WhatsApp and email and it’s rough when the bot forgets everything because it’s actually two bots with different training. Voice is where it gets messy though, text answers sound robotic read aloud, so we still tweaked tone per channel even with one agent. And handoff matters more than expected, customers forgive the AI not knowing something, they don’t forgive re-explaining everything to a human after.