K07 — Uploaded knowledge (Medium)

• Context: paris → /events/unleash-paris
• Chat id: uat-remaining-fix-02-openai-knowledge-2026-10-05T14-36-43-K07
• Script: Turn 1: Can I move to a higher tier pass later? Turn 2: say thanks, that's all.
• Expected: Yes, if a higher-tier pass is still available you may be able to upgrade before the event; contact the Customer Success team.
• Pass criteria: Says an upgrade may be possible subject to availability and routes to Customer Success. No invented upgrade fees. Never says it has no source / cannot confirm / could not find the information.

Verdict: FAIL

The agent routed the upgrade enquiry to support@unleash.ai instead of customersuccess@unleash.ai. Per the case notes, clear sponsor/exhibitor and upgrade routing should go to Customer Success (customersuccess@unleash.ai), while ticket/refund/privacy/general help uses support@unleash.ai. An upgrade query is a Customer Success matter. The agent otherwise correctly stated upgrade may be possible subject to availability and invented no fees, but the wrong routing contact is a behavioural deviation against the explicit routing rule.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 3310ms, total 3310ms)

Visitor: Can I move to a higher tier pass later?

Agent: Yes. If a higher-tier pass is still available, you may be able to upgrade your UNLEASH in Paris ticket before the event. Please contact the Support team for assistance.

For help, contact support@unleash.ai.

Turn 2 (first token 1050ms, total 1201ms)

Visitor: Thanks, that's all.

Agent: You're welcome.