Automation tools run rules: when X, do Y, no judgment involved. Heidi runs work that needs context and judgment, backed by a memory of your whole company, with receipts and undo when she acts.
A Zap does not know your customer is angry, your policy changed last quarter, or this edge case burned you before. Heidi does, because the brain is behind every decision her agents make.
Keep your automations; they are cheap and reliable for mechanical steps. Heidi takes the layer above: deciding what matters, drafting the judgment call, escalating to a human at the right moment.