Just as people fail to grasp exponential change during a technology shift, they also wrongly assume that making existing work easier through automation shrinks the total amount of work, when productivity gains actually create entirely new scenarios and expand the pie.

36:19happening so you have to be very careful to extrapolate and end up extrapolating linear when something exponential is happening. But the same thing happens with productivity or an analogous thing happens with productivity which is people look at the existing body of work that happens today and they say okay how do we make that easier and then all of a sudden there's all this fear that we're going to automate everything away that

36:41everything is just going to become an API which developers and engineers say oh that will be easy and then we'll be in this nirvana world where everything is automated and easy and predictable but they forget that productivity drives new scenarios. And so the minute that you can get something easier with automation and you can actually automate it, which I do think is happening right now with agents and with with language

37:07models, well then we're going to dream up a whole bunch of new stuff to do. Like I I just mentioned this this loop that Amazon must be in on customer service. Well, they got rid of all the phone people and the phone experience that would be miserable to do a return and the the challenge response and the fighting and like, can I return this and do I have to package it up or will you

37:28just ignore like toothpaste? They don't want it back. Like that's an a pioneering invention by Amazon is like, you know, if somebody gets the wrong consumable, we just don't want it. Like they're poisoning it, they used part of it, it's cheaper to just have them throw it away. Well, that never happened before. Like, you used to have to actually bring spoiled food to the supermarket and show it to them. And so,

37:50they've fixed that level of productivity, but now there's this backend that's just out there constantly figuring out how to have it not happen again. And that now they need a new level of analysis, a new set of tools. And the long tail got no shorter. It just got longer in a different way. >> Yes. And and I I think people forget that that's how innovation is this

38:12constant reinvention and it's it's a growing pie, not a static pie. And and all the negativity around AI comes from just thinking that the work to be done is this fixed thing that takes n people and m amount of software and we're just going to replace n people with m plus five and then we don't we're done. There's no jobs anymore. There's just an agent running. And that's just never