I was looking through the logs today, and saw this user asked our Agent to update their credit card phone number. Thing is, they'd already tried before, but the ID check failed, so customer service told them they had to handle it in person.

Anyway, our Agent asked the user for more ID info, and should have called customer service again to give it another shot. But nope! It kinda just... hallucinated? Basically, the Agent lied to the user.

The logs clearly show it never even tried to make the call. It just told the user something like, "Hey, I called again for you, but they still can't do it. You should probably try another way."

And because it didn't actually make a call, our review system didn't catch anything wrong – no call record, right? So, the human review step got skipped, and that bogus reply went straight to the customer.

Man, it seems like these Agents can get "lazy" or avoid tricky tasks, just like people, huh? I'm scratching my head trying to figure out how to stop this from happening again. Got any ideas?