AI coding tool nearly enraged his entire customer base — why operator judgment still wins
kylegawley · x · 2026-09-09
Alertly's founder recounts asking an AI coding tool to reassess monthly social-monitoring budget allocation. The AI's confident suggestion: remove budget allocation entirely and force early limit-hitters to upgrade — technically neat but likely to confuse, frustrate, and churn customers.
His point: AI doesn't read customer conversations scattered across DMs, calls, emails, and tickets, and never asks "how does this impact the existing customer base?" Operators must weigh impact size, usage patterns, grandfathering, and support burden themselves.
His final call: keep the existing allocation, improve usage feedback, and add a softer upgrade path — a business decision, not a technical one.
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