The experience can be vastly different than deeply configuring a system like a power user. My nontechnical, 87-years-old grandfather is putting together apps to help him with his language practice. He uses Google iirc. The chatbot is a familiar interface since his time working did overlap with IRC, email, early internet, yada yada.

I don’t want to necessarily argue about merit or quality, but I have seen that custom software can be accessible to a general audience.

> Normal end users want reliable software that does what they want it to do.

But how does that contradicts the idea of extendable software? If anything, extendable software will better do what the user wants it to do.

It's just right now we think of extending the software as if it's a complex operation. It looks to me like the article envisions a future, where extending your software is as simple as, say, creating a new google doc or opening a link.

It is doubtable, however, that such level of ease of extendibility can be achieved at all. There might be enough essential complexity, like answering lots of questions, which, I agree, most users won't be doing.