Comment by carlosjobim
7 hours ago
If they can, then it's going to be a nightmare for companies when people manipulate the bot to give them what they want, or a refund, etc.
It's practically putting these decisions in the hands of the customer, and if that's what you want to do, then why not put those functions into the customer facing UI to begin with?
I thought I remembered seeing this somewhere already where an AI chatbot was being tricked into producing working 50% off discount codes?
P.S. It was 80% and I read it 4 months or so ago: https://archive.is/20260311192059/https://medium.com/techx-o...
Much cheaper than having dedicated support tho.
the whole value prop of these companies is they can build you agents that perform actions (e.g process refunds, live troubleshooting, claims etc) without being manipulated
Why would you need an agent for that? They need to look at a database or some rules to make their decisions anyway, so why not make a normal system to let the customer self-serve?
An agent is self serve. Even better because they can disambiguate intent at the top level
The average person gets frustrated with finding instructions and forms, they just wanna say “give me a refund” and an agent can execute it autonomously
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> why not put those functions into the customer facing UI
The whole reason of having support is because edge cases are never ending.