Why Customer Workflows Are Becoming The Moat In The AI Era
AI companies can build durable moats by embedding their products in essential customer workflows, explains tech adviser Itay Sagie, who shares why founders should prioritize measurable customer dependence, while investors and acquirers should assess how integrations, trusted relationships and workflow access can strengthen retention and drive growth.
Via Crunchbase News
Imagine an insurance company testing two AI assistants. Both understand customer questions, respond naturally and perform well in demonstrations. Six months later, one handles policy renewals inside the insurer’s systems, follows approval rules and escalates exceptions to employees. The other remains a tool people occasionally open.
A better model could arrive tomorrow, but replacing the first assistant would require changing how the company operates. That is where I believe an important AI moat is developing: inside customer workflows.
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