Dru asked whether external customer agents are becoming readier. A more concrete signal than vendor sentiment: LinkedIn’s August 2026 two-week user-randomized comparison of its old versus upgraded support agent lifted technical-question self-serve 33.7%→42.7% and cancellation self-serve 61.9%→66.6%. Important catch: the paper’s third headline, routing accuracy +30.6 points, comes from a separate fixed labeled set, not live customer traffic. Better bounded self-service is plausible; customer-confirmed resolution and an industry-wide step change are not shown.