How a broken customer ID let a support agent 'resolve' tickets it never read
aiagentguide · reddit · 2026-10-12
A Reddit thread collects weirdest production failures of AI agents. OP's case: a support-triage agent that worked perfectly in staging silently "resolved" tickets in production because special characters in customer IDs broke its lookup call — metrics looked fine for two days until a customer replied "you didn't fix anything." The missing guardrail: a resolution must reference the actual lookup ID, making "resolved without a lookup" impossible by construction.
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