Really interesting breakdown. I especially agree with the point about automation rates being heavily dependent on the type of workflow and the quality of the underlying knowledge base. FAQ automation is one thing, but actually completing transactions and taking actions across external systems is where things get much more complicated. The pricing and escalation points are also worth considering. AI can reduce support workload significantly, but if the cost structure becomes difficult to predict, the ROI starts looking very different. Curious to see how Zendesk’s automation numbers hold up across different industries and support volumes.