I agree that the biggest factor should be the actual support workflow, not just how impressive the AI looks. For me, integrations and automation are especially important because an AI agent becomes much more valuable when it can take action instead of simply answering FAQs. The ability to understand context, access accurate business data, resolve routine issues, and hand complex cases to a human can make a much bigger difference to customer experience than chatbot features alone. Pricing also needs to be evaluated against actual conversation volume so businesses know what they’ll really spend as usage grows.