B2B agent stack: entity mapping, not retrieval, was the real unlock
ImaginationUnique684 · reddit · 2026-09-06
The author shares an iteration on a B2B customer-intelligence agent stack. V1 connected six context sources (chat, tickets, wiki, CRM, mailboxes, meeting notes) for grounded Q&A — useful, but humans still had to figure out which records referred to the same customer and copy changes across systems. The real problem was mapping, not retrieval: the new layer maps source records onto shared entities (keeping source, timestamp, and quoted passage), decides which customer/project/decision a new signal belongs to, diffs it against current state, and routes only the change to subscribed teams — producing proposed CRM/wiki updates automatically. Hard cases are mundane: company renames, parent/subsidiary shared contacts, product names used as customer names, CRM saying active while the latest ticket says blocked, the same decision worded differently in chat vs. meeting notes. Permissions run as the asker and writes require human approval, treated as the trust boundary.
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