Which customer?

A broker emails support to change the customer's address.

Which customer?

In insurance, that could mean the policyholder, the insured person, the payer, or the account contact. They may be the same person in the easy cases. We build software for the other cases too.

An experienced support agent carries enough context to infer what the broker meant. They know which screen contains the field and what changing it will trigger. None of that knowledge has to be explicit while a person is doing the work.

Then we connect an AI agent to the inbox and customer database. It sees a field called customer_address and makes a plausible choice. The implementation was cheap because a human had been carrying the missing domain model.

Name the parties and decide which one may request a change. Make the resulting action specific about the record it changes.

The noun was vague before. Automation just stopped hiding it.