The omnichannel threading is smart - we deal with this constantly where customers start on email then jump to chat and the context gets lost. Really frustrating for everyone involved.80% automation sounds high though. We've tried a few AI support tools and they usually work great for simple stuff but completely break on anything that requires actual problem-solving. How does yours handle situations where customers explain things poorly or have weird edge case issues?The workflow automation part caught my attention. If an AI agent screws up a multi-step process halfway through - like texts the wrong vendor or assigns maintenance to the wrong unit - how do you even fix that mess without making the customer more angry?