Actions and Procedures are the clearest sign of that. Once the AI can take action, follow business rules, and hand off to a human with context intact, it stops being a chatbot and starts being part of the support operation. That said, I don’t think it replaces everything. Teams with complex routing or SLAs will still need dedicated tools. But for smaller teams starting fresh, the all-in-one approach is genuinely appealing. One knowledge base, one agent, multiple channels. Less glue code, less context switching.