The AI dilemma: assistant, intern, or replacement?

A senior product director at Adobe highlights a growing misalignment in AI product development. Users seek tools that enhance their workflows, while executives prioritize cost-cutting by replacing human roles. Startups often price their products to appeal to investors, not end-users. Artisan, a sales automation firm, initially marketed its AI as a human replacement, using provocative slogans like 'Stop Hiring Humans.' However, by August 2026, the company reversed course, hiring its first human representative. Similarly, Klarna, a fintech firm, faced backlash in 2025 after its AI assistant, designed to replace 700 customer service agents, led to quality issues. Both companies ultimately shifted focus to customer needs, recognizing the value of human interaction. The key takeaway for executives is to ask: Are we building a tool, an intern, or a replacement? And does the end-user understand the product’s true purpose?