An AI chatbot can give the perfect answer and still destroy the customer experience. The customer asks, gets an answer, follows up. The AI doesn't understand the situation, but keeps responding anyway. That's where trust dies. Building MK Assist, a WhatsApp customer operations platform, taught me the real question isn't "Can the AI answer this?" It's "Does the system know what to do when it can't?" Human handoff and conversation management matter as much as the AI itself. The goal isn't to automate every conversation. It's to automate what makes sense, and make it easy for a human to step in when needed. Should AI support resolve everything, or know its limits?