This is a good point about AI customer experience moving beyond simple chatbots. The biggest value seems to come when AI can actually resolve an issue or complete a task, rather than just provide an answer. I also agree that human handoff is still important. A fast AI response isn’t useful if customers get stuck when their problem falls outside the standard workflow. The combination of reliable automation, good context, and easy escalation feels like the more practical model. I’d be especially interested in seeing how companies measure <strong style=”text-wrap-mode: initial; background-color: transparent;”>resolution quality and customer satisfaction, rather than just counting how many conversations the AI handled.