Customer​‍​‌‍​‍‌​‍​‌‍​‍‌ support is no longer a function of answering telephone calls only. It is about providing fast, personalized, and consistent experiences across all customer touchpoints. In the current 24/7 world, customers want to get instant responses, spend less time waiting, and receive a trouble-free service, no matter if the communication channel is a phone call, chat, or messaging application. Such intensification in demand has forced businesses to reconsider traditional call center models. Although call center software has been upgraded continuously, many companies are still facing issues like excessive call volumes, agent fatigue, higher running costs, and non-uniform service quality.