Shih is willing to say that the optimistic story she once told herself about her own products — that automating the rote work would free customer support workers for higher-order tasks — has 'primarily not been true.'
Agents aren't copilots; they are replacements. They do work in place of humans — think call centers and the like, to start — and they have all of the advantages of software: always available, and scalable up-and-down with demand.
