Eric Siu explains why AI won't replace customer success and human support roles. He points to the "4-deployed engineer" concept from Palantir Foundry and notes that OpenAI and Anthropic are moving into consulting, blurring software and services. Customer success demand is about to explode.
Right now there's this concept of the 4-deployed engineer that's exploding right now. So the whole idea behind this is that this company Palantir, right, they have this software called Foundry and they insert these 4-deployed engineers. These are basically engineers that help implement their technology. Now everyone's talking about how you need 4-deployed employees, not even just engineers. And a piece that I don't think is going away is that the human touch, customer success. But I don't think that's going away anytime soon. And what's happening now is like I threw up a random post, I think it was OpenAI is like, oh, they're getting into consulting, right? Anthropic's getting into consulting, right? When you think about software, services are converging with software. I think the same thing's gonna happen with e-com as well, where people are gonna want that human touch more. So I think that there's a big demand for it right now. You're gonna need more of it. It's going parabolic now for customer success people. The job post now, it's like shooting straight up. People are looking for a lot of customer success people.
