A great product doesn’t help much if the right people never hear about it. What I would be most interested in is which channel produced users who actually stuck around. Getting 100 signups from a launch is very different from getting 30 users who actively use the product and bring others with them. That retention and referral signal seems much…

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I think the bigger question is what happens when the AI gets something wrong. A platform can automate a lot, but if agents have to constantly monitor, correct, and retrain it, some of the efficiency disappears. I would also pay close attention to the human handoff. If the agent can pass the conversation, customer context, and actions already…

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Having one knowledge base and shared procedures can definitely reduce duplicated maintenance. But the actual customer experience can still need channel-specific behavior. A voice interaction has very different constraints from a WhatsApp conversation or an email, even when the underlying knowledge is identical.

Custom workflows and business logic can be worth maintaining when they directly improve the customer experience. The problem starts when every edge case gets its own prompt, integration, or workaround. I have seen teams get better results by treating AI customization like technical debt: every customization should have a clear owner, a reason…

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