This is a really interesting direction for AI customer support. Having one AI agent work across chat, email, voice, WhatsApp, and other channels could make customer service much more consistent and easier to manage. I especially like the idea of training the agent once with a company’s existing knowledge and letting it use that information everywhere. It could save businesses time while also giving customers a smoother experience. Of course, the quality of the knowledge base and how well the AI handles complex or sensitive situations will still matter a lot. Overall, this feels like a practical step toward simpler, more connected customer support.