This makes a lot of sense for customer support. Customers shouldn’t get completely different answers depending on who happens to respond or what time they reach out. An agent can help keep the experience more consistent while still handing complicated cases over to a person.

‎I don’t think traditional SaaS is going away though. There are still plenty of situations where I’d rather have direct control than let an agent make the decision. I see the future as a mix of automation for routine work and humans stepping in when judgment actually matters.

‎What I’d really want to know is how well it handles more complicated requests. Updating a simple instruction sounds easy, but being able to analyze conversations and actually suggest useful improvements would be much more valuable to me.
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I’d probably avoid building another general AI assistant. There are already too many of those. I’d rather pick one specific industry and solve one painful workflow extremely well.
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