What does inconsistency actually cost us today?

Two customers in identical circumstances receiving different outcomes generates cost in several places at once, none of which is labelled inconsistency. The root cause is usually ambiguity rather than carelessness: the policy admits interpretation, and interpretation varies by person and by day.

Encoding the interpretation as a skill in Centralpoint makes it a rule with an owner, applied to every relevant request rather than restated and drifting. Where the answer should be identical rather than merely similar, a reviewed answer is promoted and served from the local index — so consistency is guaranteed rather than encouraged, and the exercise usually reveals how much of the policy was never actually decided.