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IKEA deployed an AI chatbot named Billy to handle level-one customer service inquiries. It reportedly resolved around 57% of those engagements without human escalation. Most companies would have celebrated the labor savings and stopped there. Cost takeout right? But the more interesting move was to study the 43% of... show more

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If you're in a meeting right now talking about how AI will let you cut 40% of your team, you're playing the small game. IKEA just showed why. They deployed a chatbot named Billy to handle level 1 customer service. It resolved 57% of inquiries on its own. Most companies would've booked the labor savings and stopped there. IKEA studied the 43% Billy couldn't resolve. Those unresolved tickets pointed to one massive demand signal: customers wanted interior design help. They didn't want to figure it out themselves. So IKEA spun up a design consultancy, reskilled the customer service team with AI, and created a new revenue stream that did ~$1B in its first year. Neil Patel and I sit in these meetings every week. Everyone's optimizing for the cut. Almost nobody is asking what their AI is actually telling them. Your business is a problem-solving machine. What other problems could it solve if you redeployed the people you already have? Cutting headcount is the last resort, not the first move.

If you're in a meeting right now talking about how AI will let you cut 40% of your team, you're playing the small game. IKEA just showed why. They deployed a chatbot named Billy to handle level 1 customer service. It resolved 57% of inquiries on its own. Most companies would've booked the labor savings and stopped there. IKEA studied the 43% Billy couldn't resolve. Those unresolved tickets pointed to one massive demand signal: customers wanted interior design help. They didn't want to figure it out themselves. So IKEA spun up a design consultancy, reskilled the customer service team with AI, and created a new revenue stream that did ~$1B in its first year. Neil Patel and I sit in these meetings every week. Everyone's optimizing for the cut. Almost nobody is asking what their AI is actually telling them. Your business is a problem-solving machine. What other problems could it solve if you redeployed the people you already have? Cutting headcount is the last resort, not the first move.

ericosiu

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$Elon Musk explains the trillion dollar opportunity in AI “As soon as you unlock digital human, you basically have access to trillions of dollars in revenue” “The most valuable companies currently by market cap, their output is digital. So if you have a human emulator you can basically create one of the most valuable companies in the world overnight” “Take something as simple as customer service. If you have to integrate with the APIs of existing corporations, many of which don’t even have an API, so you’ve got to make one, that’s extremely slow” “However if AI can simply take whatever is given to the outsourced customer service company that they already use, you can make tremendous headway in customer service, which I think is like 1% of the world’s economy and there’s no barriers to entry. You can just immediately say, we’ll outsource it for a fraction of the cost and there’s no integration needed”$

Elon Musk explains the trillion dollar opportunity in AI “As soon as you unlock digital human, you basically have access to trillions of dollars in revenue” “The most valuable companies currently by market cap, their output is digital. So if you have a human emulator you can basically create one of the most valuable companies in the world overnight” “Take something as simple as customer service. If you have to integrate with the APIs of existing corporations, many of which don’t even have an API, so you’ve got to make one, that’s extremely slow” “However if AI can simply take whatever is given to the outsourced customer service company that they already use, you can make tremendous headway in customer service, which I think is like 1% of the world’s economy and there’s no barriers to entry. You can just immediately say, we’ll outsource it for a fraction of the cost and there’s no integration needed”

Jack

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Some vertical SaaS companies, like Toast and Mindbody , have moved beyond software—earning most of their revenue from financial services. angela strange explains why AI could drive the next wave of growth in SaaS, automating back-office tasks like financial operations and customer support. By shifting costs from labor to software budgets, SaaS companies have the potential to scale revenue by as much as 10x.

Some vertical SaaS companies, like Toast and Mindbody , have moved beyond software—earning most of their revenue from financial services. angela strange explains why AI could drive the next wave of growth in SaaS, automating back-office tasks like financial operations and customer support. By shifting costs from labor to software budgets, SaaS companies have the potential to scale revenue by as much as 10x.

a16z

25,614 Aufrufe • vor 1 Jahr

$Elon Musk says AI will gut customer service — a $1 trillion industry — in months. Musk laid out the path AI takes to eat industry after industry. "If you have to integrate with the APIs of existing corporations — many of which don't even have an API, so you've got to make one, and you've got to wade through legacy software — that's extremely slow." Then he picked the industry that skips the slow part. "Take something as simple as customer service." Customer service is a human at a desktop, clicking through software the company already runs. "If AI can simply take whatever is given to the outsourced customer service company that they already use and do customer service using the apps that they already use, then you can make tremendous headway." No API. No integration. No engineering quarter to coordinate. Musk, on the size of the prize: "It's close to a trillion dollars all in, for customer service. And there's no barriers to entry." Customer service is 1% of the world economy. A trillion-dollar market sitting on top of software AI can already use. Then Musk drew the conclusion every CFO will eventually face: "You can immediately say, 'We'll outsource it for a fraction of the cost,' and there's no integration needed." The first wave will not be a smarter AI. It will be the same AI doing the same desktop work cheaper. Musk, looking at the digital human emulator about to ship: "You basically have access to trillions of dollars of revenue." Which $100M cost center in your business has zero integration moat? P.S. I made a playbook breaking down 100+ most powerful decision making mental models used by history's greatest thinkers. 5,000+ downloads. 113 five-star reviews. Grab a free copy here: If you're new here, follow GeniusThinking for content on the greatest minds in economics, psychology, and history. — Elon Musk ( Elon Musk ), CEO of Tesla and SpaceX, on Dwarkesh Patel's ( Dwarkesh Patel ) podcast$

Elon Musk says AI will gut customer service — a $1 trillion industry — in months. Musk laid out the path AI takes to eat industry after industry. "If you have to integrate with the APIs of existing corporations — many of which don't even have an API, so you've got to make one, and you've got to wade through legacy software — that's extremely slow." Then he picked the industry that skips the slow part. "Take something as simple as customer service." Customer service is a human at a desktop, clicking through software the company already runs. "If AI can simply take whatever is given to the outsourced customer service company that they already use and do customer service using the apps that they already use, then you can make tremendous headway." No API. No integration. No engineering quarter to coordinate. Musk, on the size of the prize: "It's close to a trillion dollars all in, for customer service. And there's no barriers to entry." Customer service is 1% of the world economy. A trillion-dollar market sitting on top of software AI can already use. Then Musk drew the conclusion every CFO will eventually face: "You can immediately say, 'We'll outsource it for a fraction of the cost,' and there's no integration needed." The first wave will not be a smarter AI. It will be the same AI doing the same desktop work cheaper. Musk, looking at the digital human emulator about to ship: "You basically have access to trillions of dollars of revenue." Which $100M cost center in your business has zero integration moat? P.S. I made a playbook breaking down 100+ most powerful decision making mental models used by history's greatest thinkers. 5,000+ downloads. 113 five-star reviews. Grab a free copy here: If you're new here, follow GeniusThinking for content on the greatest minds in economics, psychology, and history. — Elon Musk ( Elon Musk ), CEO of Tesla and SpaceX, on Dwarkesh Patel's ( Dwarkesh Patel ) podcast

GeniusThinking

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CEO of C.H. Robinson, a major global logistics and freight brokerage company says all their quoting agents are now 100% AI Artificial intelligence handle 100% of customer service quotes in an average of 31 seconds This is going to be catastrophic for the American workforce, AI is already replacing large portions of customer service work in big companies

CEO of C.H. Robinson, a major global logistics and freight brokerage company says all their quoting agents are now 100% AI Artificial intelligence handle 100% of customer service quotes in an average of 31 seconds This is going to be catastrophic for the American workforce, AI is already replacing large portions of customer service work in big companies

Wall Street Apes

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AI customer service agents have arrived. Air AI is a conversational AI that can perform full 5-40 minute long sales and customer service calls. And it sounds completely replicable to humans. Details: -Can autonomously perform actions across 5,000 unique applications -Adaptable to various roles such as sales development representative, customer service agent, account executive, and more, based on creative input -Currently being utilized on live calls, serving real people and businesses daily -Companies can request beta access to deploy an AI sales or customer service team Unlike humans, AI does not take days off and never gets tired. The harsh reality is that some human jobs, such as customer service agents, will need help to compete against AI. This is both scary and incredible and the same time. What do you think?

AI customer service agents have arrived. Air AI is a conversational AI that can perform full 5-40 minute long sales and customer service calls. And it sounds completely replicable to humans. Details: -Can autonomously perform actions across 5,000 unique applications -Adaptable to various roles such as sales development representative, customer service agent, account executive, and more, based on creative input -Currently being utilized on live calls, serving real people and businesses daily -Companies can request beta access to deploy an AI sales or customer service team Unlike humans, AI does not take days off and never gets tired. The harsh reality is that some human jobs, such as customer service agents, will need help to compete against AI. This is both scary and incredible and the same time. What do you think?

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blizzard customer service just hit a new low.. 1) coffeeboy on reddit saw a sale running for a boost on the battlenet launcher, he bought it, but the sale was already over 2) coffeeboy tickets blizzard to complain 3) blizzard sends him one of the most unhinged responses in recent memory players have complained recently about "ai responses" and missing the days when you could talk to an actual human.. is this the new way to make their AI responses seem more human? what's going on here

blizzard customer service just hit a new low.. 1) coffeeboy on reddit saw a sale running for a boost on the battlenet launcher, he bought it, but the sale was already over 2) coffeeboy tickets blizzard to complain 3) blizzard sends him one of the most unhinged responses in recent memory players have complained recently about "ai responses" and missing the days when you could talk to an actual human.. is this the new way to make their AI responses seem more human? what's going on here

NoHitJerome

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SaaS is dead. Long live SaaS. In the age of AI and agents, most software companies are still clinging too tightly to their past. Their demise will come quick if they do not embrace and build the technologies that are destined to disrupt them. However those who have already done so must recognize the reality of the world we still live in today. That world still has the majority of its work done by humans who still need workflow tools and technology to get their work done. While we pivoted hard to AI and agents with Fin, which will become the majority of our business quite soon, we recognize the importance of the software our customers use and so have also decided to double down on our investment in Intercom, the world's best help desk and customer service system for how customer service is done at this age. We've reinvented it and rebuilt it to work perfectly alongside your new customer agent systems and we're announcing 60+ new customer features that comprise Intercom 2 today. intercom DOT com SLASH intercom2

SaaS is dead. Long live SaaS. In the age of AI and agents, most software companies are still clinging too tightly to their past. Their demise will come quick if they do not embrace and build the technologies that are destined to disrupt them. However those who have already done so must recognize the reality of the world we still live in today. That world still has the majority of its work done by humans who still need workflow tools and technology to get their work done. While we pivoted hard to AI and agents with Fin, which will become the majority of our business quite soon, we recognize the importance of the software our customers use and so have also decided to double down on our investment in Intercom, the world's best help desk and customer service system for how customer service is done at this age. We've reinvented it and rebuilt it to work perfectly alongside your new customer agent systems and we're announcing 60+ new customer features that comprise Intercom 2 today. intercom DOT com SLASH intercom2

Eoghan McCabe

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Stop deflecting customer requests and start solving them with agentic AI. By bringing AI agents directly to your customers, we are introducing a concierge-style way of providing customer service. Learn more in the 2026 AI agent trends report →

Stop deflecting customer requests and start solving them with agentic AI. By bringing AI agents directly to your customers, we are introducing a concierge-style way of providing customer service. Learn more in the 2026 AI agent trends report →

Google Cloud

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My conversation with Jesse Zhang Decagon is building a customer service agent with AI, with plans for much more than that. It’s one of the more successful early AI applications, with tons of lessons for the rest of the market. I love how Jesse developed which problem to solve first, a set of lessons applicable to all entrepreneurs Enjoy Timestamps: 0:00 Intro 2:00 Competing in the AI Era 11:35 Finding Product-Market Fit 14:25 Anatomy of a Great Customer Interview 17:37 Everyone’s Wrong Until You Talk to Customers 19:25 AI Agents Replacing Human Labor 21:55 Why Customer Service 23:30 Coding vs. Customer Service 35:44 The Future of Voice and the Human UI 38:54 Why Voice-to-Voice Is So Hard 43:18 Learning from Customer Data 44:36 How CEOs Should Think About AI 47:06 The ROI of Coding and Productivity Tools 48:20 Every Brand Will Talk to You Through AI 56:00 Recruiting, Capital, and Demand 1:00:42 Investor Frenzy 1:22:17 The Long-Term Vision for Decagon 1:25:05 Kindest Thing

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FY25 was a record-breaking year:$37.9B in revenue, $13.1B in cash flow, & Agentforce driving AI-powered success. None of this would be possible without our Ohana—our customers, partners, & employees. Your dedication fuels our innovation & customer success. Here’s to an even greater FY26! ❤️

FY25 was a record-breaking year:$37.9B in revenue, $13.1B in cash flow, & Agentforce driving AI-powered success. None of this would be possible without our Ohana—our customers, partners, & employees. Your dedication fuels our innovation & customer success. Here’s to an even greater FY26! ❤️

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In a world where we hear all sorts of scams, one savvy customer recently unlocked a new level of scamming genius that would make even the most hardened con artist chuckle. Alan Goh, the owner of Tonda Pizza Romana in Taman Desa, found himself the unwitting star of an unusual complaint that could only be described in one way: “when AI meets pizza.” The trouble began when an unhappy customer lodged a complaint through GrabFood, claiming their pizza had arrived completely raw. As Goh reviewed the photos submitted by the customer, he couldn’t help but raise an eyebrow. “The dough and the ingredients looked completely raw,” said the 35-year-old restaurant owner. “It’s impossible and troublesome for us to place raw dough and ingredients in a box to send to a customer,” he added.

In a world where we hear all sorts of scams, one savvy customer recently unlocked a new level of scamming genius that would make even the most hardened con artist chuckle. Alan Goh, the owner of Tonda Pizza Romana in Taman Desa, found himself the unwitting star of an unusual complaint that could only be described in one way: “when AI meets pizza.” The trouble began when an unhappy customer lodged a complaint through GrabFood, claiming their pizza had arrived completely raw. As Goh reviewed the photos submitted by the customer, he couldn’t help but raise an eyebrow. “The dough and the ingredients looked completely raw,” said the 35-year-old restaurant owner. “It’s impossible and troublesome for us to place raw dough and ingredients in a box to send to a customer,” he added.

Malay Mail

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We're excited to unveil a new leadership team for Ogilvy One and a fresh approach to designing customer relationships – one led by creativity, powered by data, and supercharged by AI. Learn more:

We're excited to unveil a new leadership team for Ogilvy One and a fresh approach to designing customer relationships – one led by creativity, powered by data, and supercharged by AI. Learn more:

Ogilvy

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There are more than 500 companies building things with AI for enterprises. I'm the only one here on X who made a list of all of them at Here I sit down with the founder of one of them, AptEdge.io. It builds systems for customer support for companies, particularly if your service reps have to help with technical information, like helping fix a machine. I'm trying to help people learn about companies that could help their businesses and also give everyone some real insights into how people are using AI to do new things. Thanks Aakrit Prasad for such an insightful interview and for visiting my home to do so.

There are more than 500 companies building things with AI for enterprises. I'm the only one here on X who made a list of all of them at Here I sit down with the founder of one of them, AptEdge.io. It builds systems for customer support for companies, particularly if your service reps have to help with technical information, like helping fix a machine. I'm trying to help people learn about companies that could help their businesses and also give everyone some real insights into how people are using AI to do new things. Thanks Aakrit Prasad for such an insightful interview and for visiting my home to do so.

Robert Scoble

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🚨 Google and Anthropic are reportedly paying SpaceX more than $2.1 billion per month for AI compute capacity That's a revenue run rate of roughly $26 billion per year! Jeff Lutz 🔋 says the bigger story isn't the money. It's that some of the world's leading AI companies are choosing SpaceX to power their AI ambitions. A few years ago, SpaceX was known for rockets. Today, it may be becoming one of the most important AI infrastructure companies in the world. 🚀 $SPCX

🚨 Google and Anthropic are reportedly paying SpaceX more than $2.1 billion per month for AI compute capacity That's a revenue run rate of roughly $26 billion per year! Jeff Lutz 🔋 says the bigger story isn't the money. It's that some of the world's leading AI companies are choosing SpaceX to power their AI ambitions. A few years ago, SpaceX was known for rockets. Today, it may be becoming one of the most important AI infrastructure companies in the world. 🚀 $SPCX

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The dude gets paid to play games all day and be a service representative. This is what it was like to have real customer service in America. Make customer service great again.

The dude gets paid to play games all day and be a service representative. This is what it was like to have real customer service in America. Make customer service great again.

Sassafrass84

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The first question of the new session: “He told Canadians that the government would collect $20 billion in revenue from those tariffs, and used it to cost his platform.”

The first question of the new session: “He told Canadians that the government would collect $20 billion in revenue from those tariffs, and used it to cost his platform.”

MBrant75

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Mark Zuckerberg just argued that AI will force companies to hire more people. Not fewer. Three and a half billion people use Meta every day. Not one of them has a phone number to call. Mark Zuckerberg: “It’s clearly just going to automate jobs and like all these jobs are going to go away… that has not really been how the history of technology has worked.” The entire media cycle runs the same story. AI replaces workers. Industries hollow out. The human becomes unnecessary. History has never once cooperated. Voice support for 3.5 billion daily users costs between ten and twenty billion dollars a year. The math made it untouchable. So Meta never built it. AI changed the math. Zuckerberg: “Let’s say the AI can handle 90 percent of that… you’ve gotten the cost of providing that service down to one 10th.” A service that could not exist becomes standard. Overnight. The moment it goes live, the edge cases arrive. The escalations. The problems no model can close alone. Every one needs a human on the other end. Zuckerberg: “I actually think we’re probably going to go hire more customer support people.” The AI did not kill the jobs. It unlocked a service so vast the company now needs people it never would have hired. When execution costs crater, companies do not pocket the savings. They go after problems they could never afford to touch. New markets. New products. New services that were economically impossible twelve months ago. Every one creates roles that did not exist before the machine arrived. The people terrified of automation are tracking the wrong number. They count the jobs that disappear. They have no framework for the ones that haven’t been invented yet.

Mark Zuckerberg just argued that AI will force companies to hire more people. Not fewer. Three and a half billion people use Meta every day. Not one of them has a phone number to call. Mark Zuckerberg: “It’s clearly just going to automate jobs and like all these jobs are going to go away… that has not really been how the history of technology has worked.” The entire media cycle runs the same story. AI replaces workers. Industries hollow out. The human becomes unnecessary. History has never once cooperated. Voice support for 3.5 billion daily users costs between ten and twenty billion dollars a year. The math made it untouchable. So Meta never built it. AI changed the math. Zuckerberg: “Let’s say the AI can handle 90 percent of that… you’ve gotten the cost of providing that service down to one 10th.” A service that could not exist becomes standard. Overnight. The moment it goes live, the edge cases arrive. The escalations. The problems no model can close alone. Every one needs a human on the other end. Zuckerberg: “I actually think we’re probably going to go hire more customer support people.” The AI did not kill the jobs. It unlocked a service so vast the company now needs people it never would have hired. When execution costs crater, companies do not pocket the savings. They go after problems they could never afford to touch. New markets. New products. New services that were economically impossible twelve months ago. Every one creates roles that did not exist before the machine arrived. The people terrified of automation are tracking the wrong number. They count the jobs that disappear. They have no framework for the ones that haven’t been invented yet.

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Not even Pope Leo can avoid the frustrations of customer service. The pontiff was trying to update his address and phone on file for the bank, but the customer service operator hung up on his holiness.

Not even Pope Leo can avoid the frustrations of customer service. The pontiff was trying to update his address and phone on file for the bank, but the customer service operator hung up on his holiness.

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TIME reporter Billy Perrigo got a poké bowl. But it wasn't made by humans—it was made by AI. Okay, it was partially made by AI. Billy explains an AI-powered fast-casual restaurant and what it might mean for the future of dining for AI, Explained by Humans. Read the full story:

TIME reporter Billy Perrigo got a poké bowl. But it wasn't made by humans—it was made by AI. Okay, it was partially made by AI. Billy explains an AI-powered fast-casual restaurant and what it might mean for the future of dining for AI, Explained by Humans. Read the full story:

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