‎I think automation is the easy thing to measure, so companies naturally talk about it more. Consistency is harder to put into a simple number. But after an agent has been running for months, that reliability could be more valuable than the hours saved.

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I think the biggest expectation is moving from show me what’s happening to help me deal with what’s happening. That’s a pretty meaningful difference. Analytics and dashboards are still useful, but people increasingly want the next step handled too.

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‎I’d build something that saves people time but also connects directly to the systems they already use. AI generating an answer is nice, but AI that can update the CRM, create the ticket, send the email, and move the task forward is much more useful.

‎I think users care less about whether there’s one agent or ten agents and more about whether the experience feels seamless. If multiple agents can work together without making the user repeat themselves, I don’t really see a problem with specialization.

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