remember when Now Assist launched and everyone's reaction was basically "so it summarizes incidents, cool"
felt like Salesforce Einstein 2019 energy. nice feature, not sure who asked for it
that was 18 months ago
somewhere between then and now it stopped being an assistant and started actually doing work. resolving tickets, drafting runbooks, generating cab notes, surfacing kb articles before an agent even opens the case properly
nobody really announced the moment it got good. it just kept shipping and quietly crossed a line
i think a lot of teams still have it running at like 30% of what it can actually do because the first impression stuck and nobody went back to actually look
did anyone else set it up early, get underwhelmed, and then come back to it way later and have a completely different experience