6 min · October 22, 2026
AI Isn't a Feature. It's the Plumbing.
Jason and Marcus dig into why treating AI like a shiny bolt-on button is a trap, and what it actually looks like to build it into the walls of a company instead.
Jason: Forty percent of our customer support tickets last quarter never touched a human. And nobody noticed. That's the part I care about — nobody noticed.
Marcus: Wait, nobody noticed as in the customers didn't complain, or nobody internally noticed?
Jason: Customers didn't complain. That's the tell. Because the second someone feels like they're talking to a bot, satisfaction tanks. The fact that CSAT actually went up two points means we did it right — it just disappeared into the workflow.…
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