Companies handle customer communication with specialized teams. Support agents answer tickets. QA teams check quality. Analysts extract insights. Specialists handle proactive outreach. It's really just a necessity. Each role exists because the work was too hard for one person to do well. Everyone is doing the same thing—talking to customers—but the technology forced them apart.

That constraint is disappearing. AI can now do what used to require different types of human expertise: understand context, maintain quality, extract insights, reach out proactively. Not in theory—in practice, today. Open is what happens when you stop fragmenting customer communication and let it be what it should have been all along: one coherent system that learns, responds, and improves itself. The surprising part isn't that AI can do this. It's that it does it with the empathy and nuance people thought only humans could provide.