I think that a better approach to software is to only build what is absolutely necessary, lazily, according to real user stories fulfilled by customer service.

I think that a better approach to software is to only build what is absolutely necessary, lazily, according to real user stories fulfilled by customer service. Try to automate away all the customer service, but only in response to learning from it in the first place. So I'm building a Wizard of OZ interface for creating custom Wizard of OZ interfaces.