Sierra, Ema, and Decagon are transforming customer support from a cost center to a revenue driver. These aren’t chatbots — they’re “empathetic, conversational, and personalized support agents” that understand context, emotion, and intent. The key insight: customer service is pattern matching at scale, perfectly suited for agent automation.
Sales & Revenue Acceleration
11x has created digital employees that actually work: Alice identifies decision makers and schedules meetings autonomously, while Mike conducts phone calls in 28 languages with personalized, low-latency responses. This isn’t augmentation; it’s the replacement of entire job functions.
Rox reimagines CRM entirely — not just storing customer data but predicting needs and proactively engaging to drive revenue. The shift from reactive to proactive represents a fundamental reimagining of sales processes.
Zip’s evolution in procurement from “assistive tools to fully autonomous agents” demonstrates the vertical progression pattern: start with data analysis, add guided automation, then achieve full autonomy with minimal human oversight.
The Development Revolution
Cognition Labs’ Devin achieved 13.86% issue resolution on SWE-bench without human intervention — a metric that sounds modest until you realize it’s doing the work of junior developers autonomously. The implications are staggering: not augmenting developers but replacing entire layers of the development pyramid.
Cursor/Anysphere takes a different approach: AI-powered environments that make human developers 10x more productive rather than replacing them. This human-in-the-loop approach may prove more sustainable as organizations grapple with the implications of fully autonomous development.
Specialized Domain Experts
Moveworks for IT support, MultiOn for web automation, Beam AI for business processes — each carves out a specific niche where domain expertise matters more than general intelligence. The pattern is clear: vertical specialization beats horizontal generalization in delivering measurable ROI.
Gennaro is the creator of FourWeekMBA, which reached about four million business people, comprising C-level executives, investors, analysts, product managers, and aspiring digital entrepreneurs in 2022 alone | He is also Director of Sales for a high-tech scaleup in the AI Industry | In 2012, Gennaro earned an International MBA with emphasis on Corporate Finance and Business Strategy.
