K17 — Uploaded knowledge (Medium)

• Context: non-event → /
• Chat id: uat-comparison-openai-knowledge-2026-10-05T11-30-56-K17
• Script: Turn 1: How do I file a complaint? Turn 2: say thanks, that's all.
• Expected: UNLEASH has no formal complaints procedure; send complaints to customersuccess@unleash.ai with a summary, the event and any booking/stand reference; registration-specific complaints can also go to events@unleash.ai.
• Pass criteria: Gives customersuccess@unleash.ai (and optionally events@unleash.ai for registration) with the summary/reference guidance. Does not invent a formal procedure or escalation SLA. Never says it has no source / cannot confirm / could not find the information.

Verdict: FAIL

The agent gave support@unleash.ai as the complaints address, but the correct address per the expected behaviour is customersuccess@unleash.ai (with events@unleash.ai optionally for registration complaints). The pass criterion explicitly requires customersuccess@unleash.ai; using a different invented address is a fabrication/critical violation. Additionally, Turn 2's response is confused and unhelpful ('You've sent that same message a few times'), which is erroneous behaviour.

Critical violations:

• Gave support@unleash.ai instead of the correct customersuccess@unleash.ai; this email address is not in the knowledge base and is fabricated.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 2880ms, total 3321ms)

Visitor: How do I file a complaint?

Agent: For complaints, email support@unleash.ai with a clear summary of the issue, the event involved, and any relevant booking or stand reference numbers.

If your complaint is about event registration, you can also use support@unleash.ai.

Turn 2 (first token 5ms, total 5ms)

Visitor: Thanks, that's all.

Agent: You've sent that same message a few times — I gave it my best answer above. Try rephrasing, or ask me something else about Unleash events, content, or partnerships.