Originally posted on LinkedIn.
The hard part of enterprise agents isn't knowledge. It's timing. The model doesn't just need to know the customer's policies, it needs to apply the right one at the right step of an orchestrated workflow. Stuffing all 400K tokens of rules into the prompt gave our agent perfect knowledge and terrible timing: hallucinated contacts, skipped steps, a lost thread.
The industry has an answer for this, sort of. Route the model to the context it needs instead of stuffing the prompt. But the public playbook stops at one hop: classify the intent, load the matching instructions, done. Salesforce topics work this way. Skills and progressive disclosure work this way.
One hop can't fix a timing problem. The decisions are chained, and each link needs its own rules.
Past that first hop, we were on our own. No write-up existed for what we needed, so we built it. A routing tree: 72 nodes, each owning a single decision, each carrying only the documents it needs. The agent traverses one decision at a time and never sees more than 5-15K tokens per turn. Token usage dropped 95%. The hallucinations stopped.
Nikola Upīte and Anna Bicevska developed node-based routing to handle keeping agents on track for navigating the most complicated enterprise policies in chat.
Full writeup: https://lnkd.in/g3258Dpy