Why out of the box AI agents usually hit a wall during setup

Every time I look at pre built AI roles for things like customer support or lead qualification the sales page makes it look effortless.

But in reality as soon as you connect your own data and approval rules you realize your internal process is way too messy for a plug and play bot. You end up spending hours re configuring everything anyway which makes me wonder if starting from scratch with modular tools is just better from the start.

For anyone who brought AI into their daily ops did buying a pre packaged role save you time, or did you end up building your own logic?