[stedman]

Great point.

And even worse: after spending the time to infer what the user wants -- the software might guess wrong.

Therefore it probably makes sense to constrain the software's use cases -- either i/ to specific functions (e.g. product, eng) or ii/ to specific roles across functions (e.g. management, support desk triage)

An added benefit of constraining use cases like this is that it's easier to market to a specific use case.