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On stage at @RaiseSummit in Paris this week.
The real conversation in enterprise AI has moved on from models.
Companies are now asking:
“How do we actually get agents into production - reliably, at scale?”That’s the problem we’re solving at @MavenAGI .
Google's agent has been calling local businesses for prices since January 2025. Last month it started dialing from the customer's own number. The same ask arrives through the microphone in a chat box far more often.
Thirty years of discovery meant search. The ask is arriving spoken, and an agent that answers from a product page will sell the seat that is already gone.
Before the holiday returns are counted, a named retailer will apologize for an agent that sold what it did not have. Ask, don't browse.
New York City proposed the first AI customer service rule in the country on October 20. It bans nothing. It requires four things: disclose the machine, offer a human, answer in reasonable time, own the wrong answers.
Regulation turns hesitation into procurement. This is a buyer's acceptance test, written by a regulator, with a $525 fine attached.
Comments close November 19. The loudest objections will come from vendors whose best number is the contact that never reached a person. Watch who files one.
Woke up this morning to a broken dryer, posted in @thumbtack using the voice option, within a minute of opening the app I had appliance repair people calling me who were highly qualified. Great onboarding experience and first impressions!
Went into the app to see thumbtack had also created a recording of the call so I can remember what we talked about!
1/ Gartner put a context layer on the CIO's 2027 budget list yesterday. Four of the ten trends are about governing what agents can see, use and produce. The list everyone expected to be about capability is mostly about restraint.
6/ Consequence: by January every system of record on your stack will sell a context platform. The CRM was built to report on the conversation, not carry it. The un-CRM, again. One test: hand a customer from agent to person and look at what the person sees.
The person who improved our voice agent most last month is a gerontologist.
She asked for a lower pitch, because high tones are the first thing an aging ear loses. We score voice models on five measures over real phone calls. None of them is that.
Swap your ops team off the voice test panel for your hardest user. It moves more than a model upgrade will this quarter.
First time out of the house in six weeks. The Uber had crutches on the passenger seat.
Driver had one leg. He got out and tried to lift my knee scooter into the trunk before I could stop him.
The guy with the most reason to stay in the car went first. I'll be walking next month. I'd like to be faster out of the car.
ALT A green and white knee scooter with a padded knee rest, handlebars, a storage basket and a cup holder, parked on a rug in a living room beside tall windows and houseplants.
A price list is an org chart that enforces itself.
HubSpot demonstrated it twice in six months, and almost nobody noticed the first one.
6/ Watch Q1. Any vendor that moved to outcome pricing this year and kept a per-seat org chart behind it either restructures or quietly goes back.
If neither happens by the end of the quarter, my read of the mechanism is wrong.