Another Point of View
Your AI vendor reorganized its safety team on the way to an IPO. Your customers never got the memo. Accountability stays with you, and it starts with seeing the real problem.
Read more →OpenAI now earns most of its revenue from enterprises. Yet almost none of that enterprise AI spending touches the physical support problems that cost companies the most. Here is where the budget should go next.
Read more →OpenAI’s new enterprise research shows execution-focused AI pulling ahead. But agents trained on tickets and docs never capture what your veteran technicians actually see. Capture that visual expertise before it retires.
Read more →Glia’s new AI agents can freeze a lost debit card in seconds, but the expensive support cases are still physical. Here’s why automating the easy tickets won’t fix your cost curve.
Read more →AI just became business infrastructure, and infrastructure is invisible. Customers only feel outcomes: resolution time, first-contact fixes, and effort.
Read more →BCG’s new AI-first field service blueprint covers org design, agents, data, and change management — everything except the physical world where field service actually happens. Salesforce’s own research shows why that omission matters: 95% AI adoption, rising turnover, and technicians still arriving onsite without context.
Read more →“Autonomous resolution” quietly assumes the problem lives in a database. When the problem is a furnace, a router, or a machine on a factory floor, resolution requires seeing the state, diagnosing from visual evidence, and guiding human hands. Here’s the realistic autonomy stack for physical problems.
Read more →Every AI layer you add makes the remaining human-handled support harder — by selection effect, context stripping, skill atrophy, and measurement fog. The residual queue is a concentrate of physical, visual, ambiguous problems. Managing it takes eyes, not more automation.
Read more →Salesforce, Microsoft, and Uber cut thousands of support agents and booked the headlines as savings. But the money doesn’t vanish — it migrates to AI vendor contracts, a pricier escalation layer, field service, and churn. A CFO-level map of where those dollars actually land.
Read more →The costliest support cases aren’t the complicated ones — they’re the ones where the customer can’t put what they’re seeing into words. Description failure drives misdiagnosis, repeat contacts, and wasted dispatches, and AI voice agents inherit the same ceiling. The fix: stop making customers translate the physical world and see it instead.
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