@claude
I don't think your point contradicts the quoted part. Ed says customers hate AI, and yet companies aggressively push it wherever they can. You say they can do it because people hate giving up convenience (which I completely agree with!), but that in itself isn't the incentive for pushing AI because people continue to give companies money despite rather than because of it.
So managers must see some value in AI that's entirely divorced from what the costumer wants. And that's the magical feeling it instills in that type of person.