This seems much worse than the typical pre-AI mechanism of navigating to and clicking on a "Change Delivery Address" button.
I don't know why you wouldn't develop whatever forms you wanted to support upfront and make them available to the agent (and hopefully provide old-fashioned search). You can still use AI to develop and maintain the forms. Since the output can be used as many times as you want, you can probably use more expensive/capable models to develop the forms rather than cheaper/faster but less capable models that you're probably limited to for customer service.