This is a great discussion. I think the real value of one agent across all channels is not just less maintenance, it is consistency. A customer should not have to repeat themselves just because they switched from chat to email. If the context follows them, that is a huge win. But I agree with what others have said. Voice is very different… Read more

This is a real problem. Customization feels great at first, but every prompt, workflow, and integration becomes something you have to maintain. Model updates alone can break things you built months ago. I think the smart approach is to keep the core stack simple and only customize where it directly improves the customer experience. Everything… Read more