Answering a common question does not require the same architecture as changing a booking. The latter needs identity checks, availability checks and confirmation in the correct system.
The integration must limit permitted operations. Looking up an appointment may be a read action, while cancelling it needs explicit confirmation and an audit record.
A knowledge base provides context, but does not replace the system holding live order or calendar status. The agent should consult that source before acting.
Design the exit path too: ambiguous requests, inconsistent data and sensitive cases should go to a person. Measure correct resolutions, escalations and errors to improve the system.