Atul Ramachandran says chat and citations do not fulfill the promise that vertical AI will save customers time. A chat interface still asks the user to participate in each step, while citations often shift verification work back onto the person the system was meant to help.
Filed instead designs tax workflows as a conveyor belt. Users delegate a job, monitor progress and intervene at explicit exception points, while the product carries work across the remaining stages with clear state and review boundaries.
Ramachandran proposes measuring weekly active sessions rather than maximizing weekly active users or time in the product. A successful delegation system should complete more supervised work while requiring less direct participation from each customer.
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