Walk your front door as a bot

You can find out in an afternoon which parts of your process only work because a person is on the other end. You don't need to build anything.

Pick one front door. A booking flow, a return, a support chat, a change to an order. Whichever one your team handles most often is a good place to start.

Then go through it the way an agent would. Read only what's written: the policy page, the form, the confirmation email, the help article. Don't use anything you know from working there. No tone of voice, no "they usually let that slide," no knowing who to ask. Just the words on the page and a task to finish.

Write down every place you get stuck, and especially every place you'd have needed a person to make a call. At the front desk, most of what made the job work never appeared on anything a guest could read. It was seeing a regular's name on the arrivals list and having the room ready early, or noticing a guest ask for directions twice and walking them there instead. An agent walking the same path would never have seen any of it.

Now write one page. Keep it plain. How would your team know it's dealing with an agent? What is an agent allowed to do on its own? And when does it get handed to a person, and who?

If you want to retest it later, paste the page and your public policy page into ChatGPT and ask it to play a customer's agent trying to finish the task. Stick to what's already public, not internal documents. It won't behave like a real agent in every way, but it may surface gaps you've stopped noticing.

You'll get some of the page wrong the first time. A wrong page your team can correct still beats an agent finding nothing written down at all.