A strong point here is that the real value isn’t just supporting multiple channels, but keeping the same context, knowledge, and workflows across all of them. If the handoff between AI and humans also preserves context, that could make a meaningful difference for support teams operating at scale.

I think the real test is less about whether the help desk is AI native or traditional, and more about how well it handles the handoff between AI and humans. If the AI can resolve simple issues, give agents useful context, and make escalations genuinely seamless, that can have a much bigger impact day to day than a long list of features.