AI's most successful enterprise use cases, customer service and coding, target opposite ends of the labor cost spectrum. It either replaces easily quantifiable, lower-cost roles or provides significant leverage to the most expensive employees like software engineers.

Contrary to expectations, analysis shows that sectors with low profit per employee, such as healthcare and consumer staples, stand to gain the most from AI. High-tech firms already have very high profit per employee, so the relative impact of AI-driven efficiency is smaller.

Focusing on AI for cost savings yields incremental gains. The transformative value comes from rethinking entire workflows to drive top-line growth. This is achieved by either delivering a service much faster or by expanding a high-touch service to a vastly larger audience ("do more").

VCs have traditionally ignored the massive $16T services sector due to its low margins. AI automation can fundamentally change this by eliminating repetitive tasks, allowing these companies to achieve margin profiles similar to software businesses, thus making the sector newly viable for venture investment.

Walmart demonstrates the tangible revenue impact of mature AI integration. By deploying tools like GenAI shopping assistants, computer vision for shelf monitoring, and LLMs for inventory, the retailer has significantly increased customer spending, proving AI's value beyond simple cost efficiencies.

Flexport uses AI agents for tasks that were previously skipped because they were too costly for human employees, like calling warehouses to confirm addresses. This shows that AI's value isn't just in replacing existing work, but in performing new, marginally valuable tasks at a scale that is finally economical.

Companies using new technologies merely to cut costs and boost margins often fail. The winning strategy, proven during the containerization era by firms like Walmart, is to pass efficiencies to consumers. This drives volume and captures the market, a superior playbook for AI adoption.

Amazon's massive but under-appreciated investment in robotics (2.5x more industrial robots than the rest of the US combined) is poised to unlock unprecedented operational efficiency and margin growth in its core retail business, shifting the profit driver beyond AWS and ads.

For companies wondering where to start with AI, target the most labor-intensive, process-driven functions. Customer support is an ideal starting point, as AI can handle repetitive tasks, leading to lower costs, faster response times, and an improved customer experience while freeing up human agents for more complex issues.