You Aren't Choosing an AI Tool. You're Choosing Who Gets Paged at 2 AM.

Part of AI Leadership in the Real World — how leaders turn scattered pilots into governed, adopted, measurable capability. TLDR: A support agent doing 50,000 chats a month needs ~3.5 FTE and $500k+/year just to stay accurate — while a typical 100-seat Copilot rollout sees only 20-30 seats used weekly. For SMBs, build-vs-buy isn't about features....