I think reliability is probably the biggest thing here, businesses can be open to AI, but if the system makes mistakes or breaks an important workflow, the cost can be much higher than just paying for traditional software, AI-native tools definitely have potential, but having a good balance between automation and human oversight seems really important.

the transition won’t be a rip and replace . we are likely looking at a hybrid where Ai acts as the operating engine while traditional platforms serve as the structured system of record . trust takes years to build but seconds to lose especially at scale

Reliability matters most. Impressive demos mean little unless an AI tool performs consistently across thousands of real customer interactions. Strong integrations, security, escalation paths, and human oversight matter as much as model quality.

Trust will depend on reliability, security, permissions, and human oversight. AI can handle a lot of work, but businesses still need clear boundaries around what it is allowed to do.

The best approach may be hybrid: AI handling repetitive tasks while human beings manage complex, sensitive, or high-stakes interactions.