This is a great point about why community discussions matter when evaluating AI customer support. Product documentation can explain what a platform is capable of, but real user experiences often reveal how well it performs in everyday situations. I especially agree with the shift from asking *“Can AI answer questions?”* to *“Can AI actually solve the customer’s problem?”* That distinction will become increasingly important as AI agents gain access to business systems and workflows. It would also be interesting to see more discussions around real resolution rates, escalation frequency, and the types of issues AI agents still struggle with. Those metrics can provide a much clearer picture of whether an AI support implementation is genuinely delivering value.