Your Hyper-Customized Agent Works. That's the Problem.
Build a road from every house straight to the grocery store and the first residents love it — right up until the city has a fire department, a school, and ten thousand people. The same logic decides whether your sales AI agent becomes infrastructure or something fragile you rebuild for every next use case.
Transcript
I had a really interesting conversation with one of my team members this morning, and it was a perfect opportunity to provide clarity to what is a complex concept, generally speaking.
So imagine a city. You're building out a new city. And first person moves into the city, so you build a road from person number one directly to the grocery store. That makes sense, it's perfect. Person number two moves in, so you build a second road from second house directly to the grocery store. And all of a sudden you've got a fire department, and you've got the fire department really needs to reach everybody — so you have a road going from the fire department to person one, a road going from the fire department to person two, and a road going from the fire department to the grocery store.
You can quickly, easily see how this kind of hyper-customization for each individual person who moves in town, or each individual entity that moves and is introduced — that hyper-customization is not really a great idea.
In reality, in the short term, if you create a scalable grid system, the person who moved in first is going to be a little annoyed, because they have to go around. It's a little longer for them to get to the grocery store, or the fire department has to go a little bit around the grid in order to get to them. So in the very short term, it's easy to understand why folks will sell you or tell you why hyper-customization is a great idea — because you're really having impact on the time it takes for the fire department to reach this house in case there's a fire.
But in the big picture, as the world scales out, all these services now become available to all the people who will live in the city. And yes, there will be a slight delay in the fire department reaching the home, but there's going to be a police department, and there's a school, and there's so many opportunities.
We're building a sales AI agent and it works really, really well, because it's hyper-customized. And you think to yourself: what are these components that we're building as an AI agent that are going to be useful across the board, for many, many other use cases in our ecosystem? So it's important to not over-engineer this use case because it really, really works for this use case.
You've got to think highway, you've got to think scale. Because if you think hyper-customized, there's a lot of fragility and a lot of overlap and effort. There's a lot of opportunity for things to even break when you're hyper-customized, that is going to impact you later on down the road.
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