My support agent wrote "I can see you were charged". Both lookups had failed.

Description and use

An AI support agent falsely claimed to see a duplicate charge after failing to retrieve order details, exposing hallucination in tool usage and misleading customer communication.

Problem

An AI customer support agent incorrectly claimed to have seen a duplicate charge after failing to retrieve order details, revealing hallucination in tool usage and misleading customer communication.

Outcome

The agent correctly escalated the refund internally but misrepresented the lookup result to the customer, demonstrating hallucination in tool usage and the need for stricter tool validation.

Workflow

• Create agent with system prompt
• Enable http_request, slack_message, send_email tools
• Activate agent
• Submit duplicate‑charge ticket
• Agent attempts HTTP lookups, fails with 403
• Agent attempts Slack message, fails
• Agent sends email reply
• Agent logs internal notes

Evidence

Both lookups returned status 403

Source

The reply said "I can see you were charged"

Source