> he was replacing his entire customer service team with Claude Code, an AI tool that can write and deploy software on its own

Right. So it clearly has nothing to do with AI. You didn't keep the customer service manager or someone knowledgeable to escalate, to verify AI works, to help improve AI, etc just means you don't care.

If you didn't care you could have replaced with documentation + automated responses etc. No difference.

I mean lots of tech startups ran with "no support" for as long as they can anyway (and some still do).

> We saw this as early as late 2024, when Klarna announced that it had ditched Salesforce’s flagship CRM product in favor of its own homegrown AI system

Stop the lies. The CEO came out and said this was false [1].

So are you sure there's an SaaSpocalypse? Or more propaganda?

[1]: https://x.com/klarnaseb/status/1896698293759230429