Ask anyone in your company two questions. Watch how long it takes before someone changes the subject.
Question one, about information:
→ In how many places does your company answer the same question — pricing, hours, availability, policy — and do those answers agree with each other?
Most companies have never run this check. Not because it’s hard. Because nobody owns every channel at once, so nobody has ever lined them up side by side.
Question two, about functionality:
→ Can anyone here list what your systems actually permit — not what they were designed to do, but every path a determined user could complete successfully?
This one lands harder, for a specific reason. QA proves the happy path works. Nobody tests what else the system accepts. Test suites read “given valid input, expect correct output” — never “enumerate everything this accepts and check it against what the business wanted.” That second suite doesn’t exist anywhere, because until now nothing exhaustive enough needed it to.
Both questions went unanswered for years without cost, because a human sat in the gap for both of them — noticing when two pages disagreed, losing interest before finding every path a form technically allowed. An agent does neither. It treats whichever channel it lands on as the truth, and it has no boredom keeping it off a sequence nobody meant to leave open.
Underneath both questions sits a harder one: how much of your system is defined by what you actually specified, versus what you assumed a human would quietly supply?
Nobody can answer that one either. The assumed part was never written down. It lived in the person filling the gap, and it left the day they stopped being the one filling it.
Try the first question this week. It’s answerable in an afternoon, and most people who try it are surprised by what they find.