Discussing an action is not completing it
Saying an appointment is booked is not enough: the scheduling system must confirm it. Gustave H. distinguishes customer intent, requested action and actual result. That separation prevents a convincing conversation from becoming a promise the operation cannot fulfil.
What the system contributes
Answering a question and executing an operation are not the same thing. Every tool is exposed through explicit permissions, parameter validation, logging and escalation paths. Irreversible or sensitive actions remain behind human authority.
Each tool has its own boundaries
Reading information, changing a record and cancelling a service have different consequences. The implementation defines what the agent may do, what requires confirmation and what belongs to a person. Permission to answer questions does not automatically enable every connected tool.
When something does not go as expected
A delay or rejection must appear in the request's state. Human handoff preserves what was attempted so the operator can continue without duplicating actions. The intended result is service that knows how to advance and when to stop, with enough information to explain what happened.