I’ve been thinking about this a lot lately because our small e-commerce team tried to automate customer support with a simple chatbot, and honestly, it didn’t go as planned. The vendor promised “AI,” but in reality it was just scripted replies. Now we’re considering building a custom AI agent that can actually learn from data and integrate with our CRM. My main confusion is what should really be included in a proper service package. Is it just development, or should it also cover consulting, integration, testing, and long-term support? I don’t want to repeat the same mistake, so I’d really appreciate hearing how others approached choosing a company for custom AI agents.