I think they're saying that the two are converging: technological advancements are making bespoke tools increasingly effortless and that paradigm shift is going to paper over a lot of pain points like this. I agree that at present, the systems are not yet accommodating, especially to people who are not technologically inclined, because things do go wrong, technical decisions are asked of the user, agents' work stalls out for X reason, etc., etc., etc.