In the 1990s and 2000s, email “replaced” physical mail and changed the nature of correspondence. The same thing is happening right now with customer attention. If you think AI is just going to “replace” the call center agent, you’re stuck thinking about first-order effects. AI is going to create an entirely new category of customer relationship that was previously impossible, just like how email created an entirely new category of communication. a16z's Sarah Wang on how Decagon is using AI to give everyone concierge service: https://www.a16z.news/p/the-internet-ruined-customer-service(a16z)