I think the real test for an AI customer assistant is what happens after the simple questions. Product lookups and order-status checks are useful, but the experience really stands out when the AI can understand context, access real-time customer information, and take action instead of just pointing people to an FAQ. I’ve also found that a good human handoff matters just as much as the AI itself. If the assistant can’t resolve something, transferring the conversation with the relevant context already captured can save customers from repeating themselves. So for me, the goal isn’t necessarily to eliminate human support. It’s to make sure humans only have to step in when they can actually add value.