Where the workflow shifted
The billable work is designing knowledge bases, ticket taxonomy, escalation rules, and metrics 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 taxonomy, knowledge cleanup, boundaries, handoff, and first metrics
- 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.