10d • General discussion
Customer-facing AI: you own the output, full stop
If it's customer-facing, you own it. Ryan says that at the top of this clip, and it's worth unpacking what it actually means.
Not the tool. Not the automation vendor. Not the model. You. And businesses have already been burned on this, both in customer loyalty and in actual dollars.
The practical framework he lands on: automate the boring, predictable stuff first with formula-driven tools. Then add AI to the one step in the process that actually needs judgment.
Could you run the whole business through AI? Maybe. Should you? Probably not. And definitely not as your first move.
The 'could you versus should you' question is the most important one we ask when working with operators. What would your answer be for the customer-facing parts of your own business right now?
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Customer-facing AI: you own the output, full stop
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