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Our Zendesk AI bot got worse because we made the LLM do too much

we built an automated triage bot for Zendesk tickets. its main job is to pull order history from our internal API to answer basic "where is my order" questions. but the generated replies got messy lately, like quoting wrong dates or hallucinating package statuses, so our reps had to rewrit

• Our Zendesk AI bot got worse because we made the LLM do too much

  Reddit r/Zendesk 18 May 2026

  we built an automated triage bot for Zendesk tickets. its main job is to pull order history from our internal API to answer basic "where is my order" questions. but the generated replies got messy lately, like quoting wrong dates or hallucinating package statuses, so our reps had to rewrit

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