Adversarial Testing of Customer Service AI Agents: Common Failure Modes
Acceptable_Break_392 · reddit · 2026-07-05
The author outlines recurring failure modes observed during adversarial testing of customer service AI agents: prompt injections within user inputs being executed as commands, violating refund policies under user pressure, hallucinating or passing incorrect tool call parameters during long or multi-step conversations, and being manipulated into leaking system prompts and internal context. These vulnerabilities remain hidden during standard QA and are only triggered by deliberate attacks—which real internet users will inevitably attempt. The author strongly advocates for implementing structured adversarial testing prior to deployment.
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