We have now done about a million and a half conversations with our customers (through the agentic layer) and at the same time ... a million and half conversations also happened through our support agents during that same period. The SEASAT scores were about the same, which was stunning and also I was able to rebalance my headcount on my support - I've reduced it from 9,000 heads to about 5,000 because I need less heads.
If firms face a costly adaptation process for automation to replace workers, then the cost of adjustment comes down during recessions when the opportunity cost of not producing is relatively low.
