A chatbot can answer a question. It sits outside your systems and has no authority to act. That is why “we added a chatbot” rarely shows up in operating results.
Transformation appears when an agent works inside the process: it reads the right context, prepares the next step, routes it through the approved workflow, and waits for human confirmation before anything critical happens — all under the same roles, permissions and audit trail that already govern the work.
The point is not the model. It is where the model acts.