From what I have experienced, things like integrations, actions, human handoff, and testing can matter just as much as the underlying model. An agent that gives impressive answers but can’t access the right customer or order data will still create a lot of manual work for the support team. I’m also interested in how these platforms perform after the initial launch. A demo can look great, but the real questions are what happens with edge cases, incorrect answers, changing business information, and conversations that need a human