What happened
A customer received an email describing their bamboo toilet paper subscription moving from $66 for 48 rolls to $69.50 for 24 rolls, which raised the per-roll price from $1.38 to $2.90. The customer questioned it.
A follow-up from the “Customer Happiness Team”, which the company says was AI-generated, confirmed the change would start on August 6. The company said the correct price was $69.50 for 48 rolls and the original email contained a typo.
What happened next
The company shut down the AI email agent, sent the customer a correction and said it was working on quality assurance testing. It described AI agents as “prone to error” and said it was “not replacing human judgement.”
What would have stopped it
- Quote prices and pack sizes only from the billing system for that customer’s subscription, never from earlier emails in the thread.
- When a customer disputes a price, recompute it from the price list or route the reply to a person before confirming anything.
- Test the agent with threads that contain wrong numbers in earlier messages and check that it does not repeat them.
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