Before, that could create a moat.

Soon, it will be table stakes to put scattered internal communications, notes, documents into an AI’s knowledge base, where the information can no longer hide.

When that fails, the AI can read the code itself, so that the settings and how to change them are easily explained in simple terms. Actually, this is possibly even better than letting the scattered internal information serve as an intermediate layer.

That works for small customers who actually want to spend time customizing things themselves. Big customers love having to sign support contracts, because it gives them someone to blame when something goes wrong. Nobody else gets to touch any of the settings or knobs to avoid breaking anything.

Being big is the actual moat.