The Content Wrangler, a newsletter for people who write documentation and help content, used a glossary entry on “enabling capabilities” (the behind-the-scenes abilities that make another one possible) to walk through what an AI customer assistant depends on.
Their example is an assistant that answers customer questions from your product documentation. For that to work, it has to find the right instructions for each customer’s situation, and those instructions have to be correct in the first place. So if a vendor is pitching you a support chatbot, ask how it finds answers in your help pages, and budget time to fix those pages before it goes live.