Hot take: Since 2024 was AI's front-of-house era. 2027 will be its back-of-house era.

2024 was the year AI hit the front lines. Every company slapped a chatbot on their site. Every customer got forced to argue with the dumb thing before reaching a human. And most companies are quietly realizing their customers hate it. My bet for 2027: AI walks backwards. Instead of standing in front of the customer, it goes to serve the employee. - Support rep with ten sub-agents helping resolve tickets in real time - Salesperson with an AI that knows the prospect better than the CRM does - Analyst with a copilot that produces reports in seconds The reasoning is dumb-simple: AI in front of the customer = bad experience 90% of the time. AI behind the employee = good experience. The market will learn. Or it won't. And maybe, maybe, we'll also stop seeing posts that go "this isn't X, this is Y." But that's only if we get really lucky.