I guess this is how you actually disrupt a labour-intensive industry. You lower costs, or provide a much better service that somehow established companies haven

I guess this is how you actually disrupt a labour-intensive industry. You lower costs, or provide a much better service that somehow established companies haven't been able to provide profitably. Sure, you can try to use technology and innovation to reduce overhead. That's the pitch usually, I think. If you can provide a service with a lower headcount, you can be much more cost-efficient. But it seems a lot of the companies aiming for disruption aren't able to actually do that, so instead they reduce payroll costs by simply refusing to take on the responsibilities employers are traditionally expected to take. It'll be interesting to see how long this model of "disruption" can be sustained.