2026-08-28

Imagine an email arrives from a customer.

The AI knows how to deal with it, except for one thing.

So it asks someone.

They answer.

The AI continues the work and replies to the customer.

Nothing particularly revolutionary there.

But something important should have happened.

The organisation should now know something it didn’t know before.

The next time the same question appears, perhaps nobody needs to be interrupted.

Most business systems are very good at recording what happened.

AI systems have the opportunity to do something much more interesting.

They can reduce the organisation’s uncertainty because it happened.

An organisation should get smarter every time it has to ask someone.