Where the workflow shifted
The commercial value of support automation depends less on the model name and more on whether the knowledge source is reliable, when the flow escalates, and which cases must reach a person.
Buyers and operators need to know what the AI layer can answer, what it cannot, and who owns the next step when it fails.
Tool names are not outcomes
The signal matters when it changes how a team ships, reviews, or recovers work, not when it only names another tool.
Check permissions and failure
- Turn knowledge sources, escalation triggers, human takeover paths, and logging responsibilities into first-screen promises plus dedicated support pages
- Keep the test narrow: one low-risk task or tool entry before connecting permissions, logs, failure handling, and human takeover to production
What still needs proof
If the page sells automation without handoff logic, high-value cases leak at the boundary. Keep the original source open so the announcement, the evidence, and this site's interpretation stay separate.