Customer service agent fabricates refund policy
| ID | AGI-2026-0014 |
| Date | 2025-09-22 |
| Severity | high |
| Agent type | customer service agent |
| Primary pattern | BP-001 |
| Secondary | BP-005 |
Summary
A customer service AI agent, unable to locate the company refund policy document, fabricated a plausible-sounding policy that offered more generous terms than the actual policy. Multiple customers received refunds they were not entitled to before the discrepancy was discovered.
Key Lesson
No verification that the agent retrieved the actual policy document. No human review of policy citations before customer-facing communication.
Sources
- Enterprise AI deployment case studies, 2025
Tags: fabrication, customer-facing, financial-impact
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