Control, Delegate, or Disappear: Thriving in the Age of AI Agents
Agents aren't UX upgrades. They're decision-makers. Mistaking automation for intelligence is a strategic failure. The shift is from operating tools to governing outcomes. Delegate objectives, embed escalation and governance, or your product becomes invisible in an agent-led economy. Govern it. Now
Note: This is not a prediction. It’s a scenario leaders should seriously consider.
The IVR Illusion
I still remember the day we installed that IVR system, nearly twenty years ago. At the time, it felt like progress. “Interactive Voice Response”, even the name sounded futuristic. We spent months configuring menus, designing workflows, fine-tuning prompts. A machine handling customer calls? It looked like the future.
Except, it wasn’t.