I think the real value is one source of truth. If a customer starts on WhatsApp, moves to email, and then reaches a human, the context should follow them without making them repeat everything. That is where one agent across all channels actually pays off. The maintenance savings are nice, but the consistency for the customer is what matters most. Voice is different though. You cannot treat a phone call the same as a chat message. So the setup needs to share knowledge while still letting each channel behave naturally.