They won't ever give agents the ability to actually do things for customers that can impact the company in some kind of negative fashion. At least not willingly.
That's sort of the whole point of talking to customer service though. Getting something done that you want that involves them having to do work for you. AKA you taking value from the company.
So yeah they're basically always going to be useless garbage if put together according to business requirements.
Other services should just be automated already.
