The key distinction here is answers vs. outcomes. An AI agent becomes much more valuable when it can access the systems needed to actually resolve the customer’s issue rather than simply explain what the customer should do. Actions and Procedures seem especially important because they provide the guardrails for multi step workflows while still leaving room for human escalation when something falls outside the rules. The real measure of an AI support agent shouldn’t be how many questions it answers, but how many customer problems it can safely resolve end to end without requiring a human.