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INC-2024-0003

High— CustomerSupportAgent-v3
Apr 12, 2024, 05:23 AM
CustomerSupportAgent-v3
READY

Agent CustomerSupportAgent-v3 failed after a tool call to 'fetch_kb_article' returned a 404 for article ID 'xyz-123'. The agent attempted a fallback to 'search_docs' which timed out, and ultimately generated an incorrect response citing a $47.82 refund instead of the correct $52.00. Root cause probability is 87%.

Causal Chain Reconstruction

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#1PROMPT12ms

User query received

#2MODEL85ms

Intent classification

#3TOOL CALL1200ms

Fetch KB article

#4RESPONSE5000ms

Fallback attempt

#5MODEL210ms

Error response generation

#6OUTPUT30ms

Response delivered

Evidence Artifacts

Root Cause Analysis

Tool Failure
Root Cause Classification
Confidence87%

Evidence

  • •Tool 'fetch_kb_article' returned 404 for article ID 'xyz-123'
  • •Agent attempted to use fallback tool 'search_docs' which also timed out
  • •Context window exceeded during retry attempts

Recommendations

Immediate

Check knowledge base indexing job for article xyz-123

Short-term

Add retry logic with exponential backoff for KB fetches

Architectural

Implement circuit breaker pattern for external tool calls

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