I really wish Dan Miessler would sit down. He’s been flamboyantly wrong at every step of this story.
Yeah… it’s sad to see his decline in all of this….
That’s where the real displacement is happening, and nobody’s writing dramatic posts about it, because “AI replaces customer support agent” doesn’t get the same engagement as “AI replaces hacker.”
The optimist in me looks forward to the day that small businesses and organizations are gaining market share because they dare to offer human to human interactions.
The other side of me see the soul crushing work of most customer services reps (having done that for a small amount of time), and says good riddance to dealing with nasty and vile people. This gives companies the perfect cover of offloading the pesky interactions. While customers get the bad end of the stick.