The Agent Sent the Wrong Email to a Customer

A real failure that repeats every week. If you're thinking about replacing your entire support team with an agent right away — read carefully.

What happened

An online children's goods store from Almaty, monthly revenue of 3 million tenge, a support team of 2 people. The owner watched an ASCN Agent demo, got excited, and set up an agent over the weekend. Goal: fully replace the operators, cut costs by 150,000 tenge per month.

What he did:

• Connected Gmail
• Wrote an instruction: "Answer customer questions about delivery and returns"
• Launched it Monday morning

What happened by Wednesday:

• The agent answered "where is my order?" with information about the return policy
• For a complaint about a defective product — it suggested the customer "contact support"
• For a request about a specific item's availability — it invented non-existent products
• Three customers left angry reviews on 2GIS

By Friday the owner had rolled everything back. The agent was disconnected, the operators returned, and the store's reputation had taken a hit.

What went wrong: three systemic mistakes