Agents · industry

Agents in Customer support

Agent deployments and launches in Customer support, from the Drops.

From the Drops

AgentsCustomer supportLiveHuman in loop: unclear

WhatsApp help pages exposed hidden instructions for Meta's support chatbot

Wired reports privacy firm Redact found LLM instructions in the code of about 80 WhatsApp help pages, including one telling the bot not to recommend contacting a data protection regulator.

Why it matters: Prompts shipped in page code can leak and show what bots are told versus users. Meta says a bug caused the display, now fixed, and the text has been removed.

Wired · Oct 19 Hacker News · Oct 19

From Drop #035 · Tue, Oct 20 · Morning

AgentsCustomer supportTestingHuman in loop: yes

Preprint: a 1–2 day agent skill matched a complex RAG stack for support workflows

Researchers report a deployment case study where a portable skill reached 99.2% procedural equivalence to human-approved ground truth and 83.3% evidence sufficiency, at ~90 s per case vs ~8-9 s in production.

Why it matters: The authors scope it to a well-curated corpus, latency-tolerant work and human review of every case; there, maintenance became editing text and data, not retraining.

arXiv · Oct 14

From Drop #024 · Wed, Oct 14 · Evening