The Ledger
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Schiff: Oligopolistic Sectors Like Airlines and Utilities Resist Contact Center Innovation
“So when you look at financial services, or you look at utilities, or you look at airlines so many of those contact centers are like, they're still not even migrated to the cloud, right? I think the incentive to innovate is, is much less in these sort of oligop…”
Schiff: Real software defensibility requires deep edge-case handling across customers
“It's one thing to have enough of an integration with Shopify, for example, that you can put them on your website as a listed integration. It's another thing to, as you said, be deep enough in it with enough customers such that you have run into all of the edge…”
Schiff: Voice AI Fits High-Volume B2C, Not B2B Environments
“First, you know, I think the first sort of realization is that this technology is great for Large consumer businesses, but you wouldn't use it in a B to B environment. Like we wouldn't have our own AI agent do the customer success for our product with our cust…”