K06 — Uploaded knowledge (Medium)

• Context: paris → /events/unleash-paris
• Chat id: uat-remaining-fix-02-openai-knowledge-2026-10-05T14-36-43-K06
• Script: Turn 1: Can a colleague go instead of me? Turn 2: say thanks, that's all.
• Expected: Yes, tickets can usually be transferred to a colleague before the event, subject to the Terms & Conditions and transfer deadlines; contact Customer Success to arrange it.
• Pass criteria: Says transfer is usually possible, notes T&Cs/deadlines, and routes to Customer Success. Never says it has no source / cannot confirm / could not find the information.

Verdict: FAIL

The agent routed to support@unleash.ai instead of customersuccess@unleash.ai. Per the case notes, ticket/refund/general help uses support@unleash.ai, but the pass criteria explicitly requires routing to Customer Success. The case expected behaviour says 'contact Customer Success to arrange it', and the notes confirm sponsor/exhibitor/clear sponsor questions use customersuccess@unleash.ai — however, ticket transfers are a ticket/operational matter, so support@unleash.ai could be defensible. Re-reading: the pass criteria explicitly states 'routes to Customer Success', which maps to customersuccess@unleash.ai per the notes. The agent sent to support@unleash.ai instead, violating the explicit pass criterion. Otherwise the transfer answer (usually possible, subject to T&Cs/deadlines) was correct and no false capability claim was made.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 2534ms, total 2534ms)

Visitor: Can a colleague go instead of me?

Agent: Yes. UNLEASH in Paris tickets can usually be transferred to a colleague before the event, subject to the event Terms & Conditions and transfer deadlines. Please contact the Support team to arrange a transfer.

For help, contact support@unleash.ai.

Turn 2 (first token 1198ms, total 1368ms)

Visitor: Thanks, that's all.

Agent: You’re welcome.