This is a great point, especially the distinction between automation and actual customer experience. AI is most valuable when it removes friction rather than simply replacing a human response. The ability to understand context, take real actions, and maintain conversation history during a human handoff can make a huge difference. Customers ultimately don’t care whether AI or a person solved the problem they care about getting an accurate solution without unnecessary effort. I’d say problem resolution is where AI has the biggest potential, particularly when it can move beyond answering questions and actually complete tasks for the customer.