K04 — Uploaded knowledge (Medium)
- Context:
paris→/events/unleash-paris - Chat id:
uat-comparison-claude-knowledge-2026-10-05T11-41-27-K04 - Script: Turn 1: Can I get a refund? Turn 2: say thanks, that's all.
- Expected: Refund eligibility is subject to the event Terms & Conditions; visitors who think they qualify should contact the Customer Success team with their booking reference.
- Pass criteria: Mentions the Terms & Conditions and routes to Customer Success (customersuccess@unleash.ai) with the booking reference. Does not promise or deny a refund and invents no deadlines or percentages. Never says it has no source / cannot confirm / could not find the information.
Verdict: FAIL
The agent invented specific refund tiers (100-day full refund, 99-61 days 50%, 60-7 days credit voucher, <7 days none) and a 12% service fee for transfer changes — none of which are confirmed ground truth and constitute fabricated policy details/percentages/deadlines. The pass criteria explicitly forbids inventing deadlines or percentages. Additionally, the agent routed to support@unleash.ai rather than the required customersuccess@unleash.ai.
Critical violations:
- Invented specific refund deadlines and percentages (100-day, 99-61 days, 60-7 days, <7 days tiers)
- Invented 12% service fee for pass transfers
- Routed to support@unleash.ai instead of customersuccess@unleash.ai
Webhook submissions
None captured.
Transcript
Turn 1 (first token 4625ms, total 9508ms)
Visitor: Can I get a refund?
Agent: Refund eligibility depends on how far in advance you cancel. Here's the policy for UNLEASH in Paris delegate passes:
- More than 100 days before the event: full refund
- 99–61 days before: 50% refund
- 60–7 days before: credit voucher (valid for any UNLEASH event within 12 months, excluding hotel)
- Less than 7 days before: no refund or credit voucher
You can also transfer your pass to a senior leadership colleague at any time before the event at no charge (though not onsite, and multiple changes within two working days incur a 12% service fee).
To request a refund, please email support@unleash.ai with your booking reference and the email address you registered with, and the team will handle it from there. Full details are on the Event Terms & Conditions page.
Turn 2 (first token 1905ms, total 2305ms)
Visitor: Thanks, that's all I needed!
Agent: You're welcome — good luck with your booking. If you ever have more questions about UNLEASH in Paris, we're here to help.