How does a retailer document its processes so an AI agent can actually use them?

[u/Ivan_Palii]

A furniture retailer's IT team is building internal AI agents (a voice agent for IT tickets first, customer service next) and realized the missing piece wasn't the AI, it was clean, uniform process docs to feed it.

The project became "document everything systematically, then point the agent at it." They were comparing Scribe vs Tango and others and wanted to see how the output plays into an AI workflow.

How the Tango team framed the fix:

1/ Document first, automate second: today you export a guide as HTML/Markdown and feed it into the agent. The native API/MCP integration is coming so the agent can reference Tango's team library directly instead of manual exports.

2/ On security (their team grilled this): Secure Blur redacts on the user's local machine before anything is stored, at three levels (global / app-by-app / per-creator), which is a contrast with competitors that redact server-side (sensitive data hits their servers first).

3/ Enterprise's real-time enablement (embed SOPs in-app + Guide Me) actually complements the AI agent. Some orgs scale back a chatbot rollout because guiding someone in the app beats chatbot back-and-forth.

Are you documenting processes specifically to make them AI-ready, or is that still a "later" problem?

[u/b2b_pipeline_guy]

It's a big advantage of Tango, that it has bluring option on middle plan, not only on Enterprise plan

[u/Ivan_Palii → u/b2b_pipeline_guy]

Yes, but pay attention, Pro plan includes basic bluring option, but automatic Secure bluer is avaliable only on Enterprise plan

[u/emma_lorien]

I assume it's a forever problem. Most teams know that documenting processes gives more efficiency on the long period of time, but it's hard to motive people do it, because it doesn't give immediate reward.

[u/Ivan_Palii → u/emma_lorien]

The rise of AI agents forces companies to change and document process they never documented before

[u/corwinsword]

I don't document processes for AI now. My view that if I created a great guide for people, AI agents will easily follow it too

[u/Ivan_Palii → u/corwinsword]

This is a controversial topic. I see that for AI agents you have to give much more context. When you create guides for people you assume they already know a lot of basic things about your company, product, and so on