The checklist
- One record per customer. Duplicates across regions or systems mean the agent picks one of them. Measure duplicates by domain and external ID, then merge in rehearsed waves with a copy of every record kept.
- One field per fact. Long-lived orgs collect several renewal dates or several owner fields. Retire the old ones, or label which one is the source, before an agent reads them.
- Agreed definitions. “Active customer”, “live product” and “revenue” written down with finance and the BI team, and Salesforce showing the same numbers as their reports.
- Permissions that match people. Agents act with the access of the person using them or of a dedicated agent user. Check sharing, field access and what that user can see before anyone asks it a question.
- A source for every answer. Answers should name the record or document they came from, so a person can check them.
- A test set. Thirty to fifty real questions with hand-checked answers. Measure accuracy and cost per answer before rollout and after every change.
- A person approves anything that leaves the company. Emails, contracts and price changes wait for the account owner.
- An owner and a log. One named owner, and every agent action recorded where your team can see it.
How long it takes
A two-week diagnostic sizes each of these on your own records and ranks the fixes. Most orgs need work on the first three before an agent is worth switching on.
Would you rather we fixed it?
Tell us what is happening and which systems are involved. We reply within one business day.