how to scale AI agents in production workflows when the underlying business process is broken?

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Summary

A practitioner shares challenges scaling multi-agent AI systems in production, including dealing with shadow workflows (undocumented Slack threads and spreadsheets), context loss across different systems (ERP to CRM), and cross-departmental ownership issues. They seek advice from others who have navigated these real-world problems.

been trying to push our multi-agent system from sandbox to production for a while now. would love to hear from anyone who's actually gotten through the other side of this. context: our team can build agents that work beautifully in isolation, but as soon as they touch the real corporate environment, they start failing in ways we didn't anticipate. three main problems shadow workflows - our agents are designed around the official docs, but actual operations live in slack threads and personal spreadsheets nobody told us about. How do you map that stuff so the AI has something coherent to work with? context loss across system boundaries - when a task moves from the ERP to the CRM, status labels change, timestamps become inconsistent, and our orchestration layer loses track of what's happening. the agent starts making decisions based on stale or wrong state. cross-departmental ownership - agents are decent at surfacing queue bottlenecks, but they can't force two departments to agree on who owns a task. thanks for the help in advance!
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