Where the workflow shifted
Support automation becomes valuable when it is tied to ticket taxonomy, knowledge quality, handoff, and review.
Tool names are not outcomes
The signal matters when it clarifies a real service task, deliverable, and acceptance rule, not when it only shows a demo.
Check permissions and failure
- Package support automation as workflow design, not chatbot installation
- Keep the test narrow: one service scenario with clear inputs, deliverables, acceptance rules, and human review
What still needs proof
Treat this as a primary signal, then still check pricing, limits, and real adoption before acting. Keep the original source open so the announcement, the evidence, and this site's interpretation stay separate.