> Except this is pure fantasy and AI is uniquely unreliable and error prone.

Is this perhaps why Microsoft is in a uniquely good spot to take advantage of AI for customer facing software? If customer expectation of your software is already that it's horribly unreliable and error prone, AI bringing more of the same may not really hurt...

Microsoft is one of the few mega companies that can afford to massively invest in the capital required for AI. Few people realize how expensive it is. The business model right now is to lose money but gain market. We’ve seen how that game ends up with adtech!