The real value of an omnichannel AI agent is having one source of truth rather than simply having AI everywhere. When knowledge, workflows, and customer context are managed centrally, it should reduce the headache of updating multiple systems and help keep responses consistent. But I also think each channel needs some flexibility, what works well in website chat may not work the same way over WhatsApp, email, or voice. One question is whether the operational savings actually hold up once the edge cases and human handoffs start piling up.