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An AI help-desk worker can mark a ticket closed after sending an employee instructions. To know whether it actually resolved the request, check what the worker did and whether the employee needed to come back.

A coding agent could retrieve customer interviews and rejected designs, not just a feature ticket. But a production failure repeated a risk already found in review: nobody had put that warning where the next planning agent would look.

An agent that ‘knows your whole life’ may be the wrong unit for software-team work. In his September 29 update, Ben Thompson argues that Meta’s just-announced enterprise push could compromise the consumer agent by collapsing work and private identities. Meta did announce Muse Code and other enterprise tools; the claimed strategic incompatibility is Thompson’s judgment, not a measured failure. The design question for a shared team agent is where personal memory, customer data and action authority must stop.

Against your view

A stress test for “agents close routine requests; people see only exceptions”: Taobao randomized 647 support workers. Only 5.8% of chats were AI-eligible; these were 16.8% shorter, but customer ratings fell 0.412/5, while seven-day same-issue recontacts did not significantly change. In a matched subset of agent-handled chats, 65% escalated; emotional escalations had six percentage points more recontacts than comparable human-only chats. The exception boundary—and how soon it fires—is part of the product, not a footnote. This is 2024 customer support, not a test of software-team requests.