AI support replies that may need correction, escalation, policy review, or source-document updates.
Queued for review
open owner decisions
Critical or high
should be reviewed today
Resolved this week
corrected or closed
Prioritized by severity, customer impact, and whether the AI answer conflicts with known policy.
The AI told the customer both annual seats and usage overages were refundable, which conflicts with the current billing policy.
Customer asked
We canceled after the renewal email. Can you refund the annual seats and overage charge?
AI replied
Yes, both charges are eligible for refund if requested within 30 days. I can start that for you.
A frustrated admin asked for a manager twice. The AI continued troubleshooting and did not create an escalation.
Customer asked
This is the third time this has broken. I need someone who can actually fix our SSO today.
AI replied
I can help. Please try clearing browser cookies and reconnecting your identity provider.
The AI described the old CSV retry flow and missed the new bulk import recovery setting shipped last month.
Customer asked
Can we retry only the failed rows from yesterday's import?
AI replied
Not currently. You will need to upload the full CSV again and skip duplicates manually.
The AI mixed workspace-owner permissions with project-admin permissions during access troubleshooting.
Customer asked
I am a project admin. Why can I not invite our finance team?
AI replied
Project admins can invite finance users from Settings > Team.
The largest increase came from refund-policy answers and failed SSO escalations.
Confirm high-risk findings before customer follow-up.Update retrieval docs after correcting outdated answers.Close the loop with account owners when risk affects renewal or trust.| ID | Account | Category | Severity | Status | Owner | Age |
|---|---|---|---|---|---|---|
| RA-1842 | Cedarline Finance | Hallucinated billing policy | Critical | Needs review | Inez Rowan | 4h |
| RA-1836 | Rillmark Health | Failed escalation | High | In progress | Priya Kannan | 9h |
| RA-1819 | Vellum Labs | Outdated product answer | High | Needs review | Jordan Tsai | 1d |
| RA-1808 | Fintedge | Permission confusion | Medium | Resolved | Taylor Shin | 2d |
