I’m doing customer discovery for a B2B idea and would appreciate blunt founder/operator feedback.
The problem I’m looking at:
More companies are adding AI support agents that do more than answer questions. They may eventually issue refunds, apply credits, escalate tickets, close cases, or handle billing/verification workflows.
My question:
If you ran a SaaS, ecommerce, marketplace, or subscription business, would you want a pre-deployment test/assurance report before letting an AI agent take those actions?
The report would use synthetic scenarios only and look for things like:
– wrong refund or credit amount
– duplicate refund / duplicate credit
– customer trapped in a bot loop
– missing human fallback
– privacy or verification mistakes
– bad escalation / cold handoff
– case closed before the issue is actually resolved
– repeat-contact risk
Would this be a real pain, or is it too early / something teams would just handle with manual QA?
Who inside a company would care most: founder, support ops, CX, product, risk/compliance, or engineering?
submitted by /u/Practical_Mango_8720
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