A number of businesses have load-bearing high-friction user processes.
- A number of businesses have load-bearing high-friction user processes.
- For example, filing health insurance claims, or canceling your cable subscription.
- But also, for distributing free but limited resources like recertification for SNAP benefits.
- Agents can significantly reduce the friction for the user, by absorbing it for them.
- An entity with human-level reasonableness, but infinite patience.
- As the friction stops being able to support the weight of the business, the businesses will attempt to throw even more friction to bring it back to equilibrium.