Relay has to understand an incoming problem, reconstruct context scattered across multiple systems, interpret company-specific rules, determine the right next action, use tools to execute it, recognize when something has gone wrong, know when human judgment is necessary, and carry the work through to a measurable outcome. When something breaks, whether a shipment is delayed, an order changes, a claim needs to be filed, a document is missing, someone has to gather context across systems, determine what should happen next, take action, and make sure the problem is actually resolved.