Production failure lab · AT-03

The Vanishing Tool Result

A loyalty customer was quoted the wrong price, and the agent was sure of it.

Level: PRODUCTION · About 20 minutes · Track: Agents Tools

The incident

A GOLD-tier customer opened a support ticket: their order quote had no loyalty discount. Order ORD-3007 was quoted at the standard price, 240.00, when the GOLD price is 168.00.

The quote came from an agent that looks up the account, loads the cart, and prices it. The run finished cleanly - no error, every tool call returned 200, and the agent reported the quote as complete and correct.

So two things are true at once: the customer is GOLD, and the agent quoted them as if they were not. That is the whole of what is known. Nobody has read what the agent did on each turn yet.

Other production incidents

• The Agent That Charged Twice
• The Agent That Would Not Stop
• The Tool The Agent Could Not See
• The Sentence That Went Missing
• The Model That Knew Better
• The Answer That Came From Somewhere Else
• The Trace That Lied
• The Tool Server That Was Not There
• The Incident That Should Not Fire
• The Wrong Tool For The Question

Every production failure lab