Customer service AI is a vertical market ie each industry (retail, healthcare, financial services) will have dedicated vendors, vs single platforms used across all industries There's just too many workflows and integrations required for the product to be great in retail we have 200 intents, 100 integrations, and counting ...where's my order, cancel subscription, etc ...Shopify, Narvar, etc Why would any brand want to start from scratch and spend the next 5yrs building themselves 10% of what we have out of the box today?
Exactly, horizontal platforms struggle to deliver the depth needed in high-intent, high-integrated workflows. Vertical AI isn’t just a go-to-market strategy, it’s a product necessity. Depth beats breadth when the cost of friction is revenue.
AI transformations need to be done right and thoughtfully, otherwise, it will be a huge disruptor/detractor for companies. I think out of the box solutions can be a huge advantage more companies should invest in.
You couldnt be more spot on, everyone thinks deploying AI at scale is easy and then you end up like Agentforce!
Totally. Vertical stacks win... built retail intents, integrations eat time and edge cases.
That's the case for every function.
LOUDER FOR THE PEOPLE IN THE BACK
This is the way..
Period!
People underestimate the complexity of running and maintaining AI apps. They feel since you can ideate faster and get a poc up so fast with ai, that you can just bring peodict to the market They dont account for the hallucinations, ongoing support, and the speed the technology is iterating into their calculus