Right now, companies are interacting with customers who are not giving up, losing their patience after being put on hold or missing what’s in the fine print of the business’s policies. That’s because these customers aren’t humans. They’re personal AI agents acting on behalf of humans.
Meta’s Muse and xAI’s Grok Bot are the two getting the most attention right now. Muse skyrocketed up to number one in the App Store, and Meta’s stock jumped double digits in the same week. Financial markets have been trying to price what these personal agents mean for retail, travel and banking. Massive corporations are already reacting, with Amazon blocking Muse outright and Shopify electing to build Muse its own checkout lane instead.
There’s a lot of noise right now about what these personal AI agents should and will be allowed to do. The dust has clearly not settled, and some very important questions hang in the air. But make no mistake: This will not be a passing trend or a footnote in the broader story of AI innovation. This is a massive shift in how businesses interact with customers, and the companies that start getting ready for it now are the ones who will be prepared when it arrives at their front door.
From the consumer’s perspective, a personal agent fights the battles they don’t want to, and does so more rigorously than they ever could.
Someone’s flight gets cancelled, and their personal agent can argue with the airline until it gets a credit.
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