If We Entirely Agree · Scene 2

The disagreement you want in the room

Patrick has a favorite line, and he says it like a rule: if we entirely agree, there's no need for either of us to be in the meeting. It sounds like a joke about meetings. It's really a claim about where good decisions come from.

When he describes how Workforce Wave came together, he doesn't talk about shared vision. He talks about difference: three partners, each bringing a skill the others don't have, and the work of finding the places where those differences meet. The friction is the point. A room full of people who already agree can only confirm what one of them would have decided alone.

What this has to do with an AI agent

The same rule holds when a business puts an AI agent on its phones. The owner knows what the business is supposed to sound like. The front desk knows what callers actually say, in the order they actually say it, including the questions nobody wrote down. Those two views rarely match, and the gap between them is exactly where an agent either earns trust or loses the caller.

The worst setups are the ones where everyone nods. The script gets approved, the agent goes live, and the first person to hear a caller ask something the script never imagined is the caller. The better setups invite the person who says that's not how people ask it, and treat that pushback as the most valuable input in the room.

The question to ask before you launch

Before an agent answers its first real call, put two people in front of it who see the business differently, and let them argue about what it should say. Where they disagree is where the agent needs the most care. Where they agree without discussion is usually fine.

Viva put it better than we could in the clip: disagreement isn't dysfunction. It's people who care enough to fight for the right direction.

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The full conversation arrives Mon, Oct 12. This moment starts at 2:19.

The series

1. Scene 1: The Light Bulb Moment
2. Scene 2: If We Entirely Agree (you are here)
3. Scene 3: Most Excited in 30 Years · Wed, Oct 7
4. Scene 4: Lab or Lie: Fancy Voicemail · Fri, Oct 9
5. Full episode: The Light Bulb Moment · Mon, Oct 12
6. Outtake: Before the Red Light · Wed, Oct 14

Next: Scene 3: Most Excited in 30 Years, Wed, Oct 7.