A customer starts by email, continues on WhatsApp, then phones. Most stacks treat those as three tickets. The person on the phone asks for the account number again. The AI that could have resolved the routine case cannot see the thread. The expensive agent gets the leftover.
Callcenter is built against that split: one service journey across voice, messaging and email, with retrieval, permitted actions, and a handoff that keeps context. Platform is the operating system underneath. Chat is an interface, not a substitute for the service runtime.
If the contact centre is not the problem — if you need a general assistant or a new workflow — start with consulting rather than a channel product.