[cm277]

I havent coded in years, so I'll take your word for the potential of AI in SWE. But, software development has guardrailed against bad code with unit testing, CI/CD, etc. Also, productivity / output can be measured more-or-less well. Partly for that reason, it's also used to efficiency shifts (say from C++ to Java; or Perl to anything...) and those are not usually massive, all-or-nothing changes.

Where's the equivalent in customer support? or document creation? or any of these other mythical AI use cases? genuinely asking.

The article makes a good case that the SaaS bubble is deflating and needs a new hype cycle to keep investment up. AI makes sense for that, so at least that's one good use case :-)