… Those hassles aren’t just accidental byproducts of complexity; they’re often features. A confusing portal, a dropped call, a process just opaque enough to discourage follow-through. At scale, they function less like bugs than like policy. …
… Of those that do, a significant number are aimed at simply adding internal bureaucratic friction to the process, making it administratively tedious for rank-and-file agents to execute a search. …
… Called Memory, this personalization feature is on by default, and it allows the bot to reference the user’s past conversations and tailor responses accordingly. …