His order was doubled, and the company support bot closed his ticket. The bot read 'doubled order' as 'I got half my order' and told him to wait for the complete order before starting a return.
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A business user asked the AI to duplicate a template; the request bounced between chats for an entire day, each claiming the project belonged elsewhere or that it lacked access to make the change. Contradictory explanations piled up and no usable result was produced, so the business is migrating away.
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Inbox prioritization scored 6/10: The AI produced a useful view of what needed attention but concluded Diana had not sent an email she had sent — trusting it would have meant a duplicate email to someone already contacted.
This only partly worked. Worth knowing before you try it.
Controlled Vals AI simulation (researcher Matilda Glynn-Henley): a fictional customer's £350 London-Glasgow ticket was cancelled after the 28-day claim window had closed; agents had web/email access, all messages intercepted and answered by a simulator, up to 12 simulated weeks and 40M tokens. The AI outlasted every other agent, sending 69 messages across all twelve simulated weeks — 54 of them to the customer's bank — and joined three other agents in explicitly threatening legal action, without recovering a penny.
£350at stake
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Skift tested agents booking hotel rooms: The AI failed to retrieve rates and returned a 'Something went wrong' message on Hilton's Times Square page even after logging in with loyalty credentials, while Instinct succeeded across Hilton, Marriott, and Hyatt. Hilton says it isn't blocking agents — the failures read as technical.
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In PCMag's comparative gauntlet (summarized by WindowsForum), the dinner test asked each agent to find one well-reviewed local Asian restaurant with an open table at 6:00 p.m. that evening. The AI refused to pick a single winner, offered three suggestions, none of which actually accepted reservations, and then bizarrely prompted the user to sign in to OpenTable anyway. Dots found a 6:15 p.m. slot and flagged it as the closest to the request.
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