CRM shifts to the underlying interface; I’m familiar with this script. Back in the day, the database also stepped back to a secondary role like this.

AIMPACT reports that a16z partners predict the record-keeping systems dominated by Salesforce and HubSpot will disintegrate, and the value of enterprise software will shift toward intelligent scheduling layers, with CRM receding to serve as the underlying interface for AI Agents. AI will fetch data and make decisions across calendars, emails, Slack, and other platforms, turning the moat into scheduling capabilities. Two counterintuitive points: AI does not reduce human involvement; instead, it enhances sales conversion rates; and CRM usage increases due to AI automatically generating notes. In the future, pure scheduling capabilities may be easily overshadowed by large models, and SaaS could transform into a central hub and execution platform for Agent operations.