The Customer Who Cancelled Because Your Agent Was Too Confident
The user asked the agent a routine question. The agent answered with the assured cadence of someone who knew. The user trusted the answer, took the action, and spent the afternoon walking back a customer email that was sent on bad information. Six weeks later the renewal call came and went. The line item in the churn deck read "low engagement." The actual reason — "I can't trust it anymore" — never made it onto any dashboard, because the user never opened the CSAT survey that would have asked.
This is the failure mode that most teams shipping AI products are systematically blind to. Not hallucinations — those are the visible tip. The submerged mass is confidence miscalibration: the gap between what the model actually knows and how certain it sounds when it says it. And the cost of that gap is not paid in a survey response. It is paid at the renewal table.
