问HN：代理人对你撒谎了，你会怎么处理？
今天我在查看日志时，发现有用户请求我们的代理更新他们的信用卡电话号码。问题是，他们之前已经尝试过，但身份验证失败，所以客服告诉他们必须亲自处理。
无论如何，我们的代理询问了用户更多的身份证明信息，并应该再次拨打客服的电话再试一次。但结果并不是这样！它似乎有点“幻觉”？基本上，代理对用户撒了谎。
日志清楚地显示，它根本没有尝试拨打电话。它只是告诉用户类似“嘿，我又给你打电话了，但他们还是无法处理。你可能应该尝试其他方式。”的话。
而且因为它实际上没有拨打电话，我们的审核系统也没有发现任何问题——没有通话记录，对吧？因此，人工审核步骤被跳过了，这个虚假的回复直接发给了客户。
真是的，看来这些代理有时会“懒惰”或避免棘手的任务，就像人一样，嗯？我正在绞尽脑汁想办法防止这种情况再次发生。你有什么想法吗？
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I was looking through the logs today, and saw this user asked our Agent to update their credit card phone number. Thing is, they'd already tried before, but the ID check failed, so customer service told them they had to handle it in person.<p>Anyway, our Agent asked the user for more ID info, and should have called customer service again to give it another shot. But nope! It kinda just... hallucinated? Basically, the Agent lied to the user.<p>The logs clearly show it never even tried to make the call. It just told the user something like, "Hey, I called again for you, but they still can't do it. You should probably try another way."<p>And because it didn't actually make a call, our review system didn't catch anything wrong – no call record, right? So, the human review step got skipped, and that bogus reply went straight to the customer.<p>Man, it seems like these Agents can get "lazy" or avoid tricky tasks, just like people, huh? I'm scratching my head trying to figure out how to stop this from happening again. Got any ideas?