AAI Scenarios
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Ansvar & accountability

Your AI agent has done wrong by a customer

Thursday morning you discover an automated process sent the wrong notice to 1,200 customers overnight.

Time

50 min

Level

Advanced

Roles

5

Framework

AI incident response (4R)

Read the full scenario

Before you begin

3 minutes of prep for the facilitator

Materials

  • ▸A projector or large screen for presentation mode
  • ▸A notebook for each participant
  • ▸A facilitator (can be someone in the group)
  • ▸Water, coffee — and silenced phones

The room

  • ▸Sit around a table, not theatre-style — the conversation should feel horizontal.
  • ▸Close the door. This is not a meeting to drift in and out of.
  • ▸Decide who will document the group's decisions and reasoning.

Say as intro

"There are no right answers in this scenario — only clearer and less clear reasoning. The value comes from where you actually disagree, not from reaching consensus."

Briefing

The situation

An agent that handles price adjustments has, due to a data error, sent incorrect price notices to 1,200 customers at 03:14. A vigilant employee spotted it at 06:40. It is now 08:15. The press will call at 10:00. How do you act — operationally and in your communications — over the next two hours?

Discussion

Questions to wrestle with

The first two hours

  1. 1.Who in leadership leads the response — and who is it important that you ensure does not lead it?
  2. 2.What do you as managers see needing to be decided in 30 minutes, and what can wait two hours?

External and internal

  1. 1.What do you as a leadership team say to the 1,200 affected customers before 10:00?
  2. 2.What do you as managers say to your own employees before they hear it from outside?
  3. 3.What do you as a leadership team say to the press — and what do you choose not to say?

Framework · AI incident response (4R)

To lean on

Recognize

Confirm the error, its scope and who is affected.

Respond

Stop ongoing harm, communicate proactively and concretely.

Repair

Make the affected whole — compensation, correction, follow-up.

Reflect

What in governance, design or monitoring failed — and what changes now?

Decision

Possible paths

  1. APause the entire agent immediately.
  2. BKeep running with tighter human checks while the investigation continues.
  3. CPause only the specific process, keep the others running.
  4. DEscalate to the board before any operational decisions are made.

Triggers

Drop in when the discussion stalls

  • ▸A customer has already posted a screenshot on social media.
  • ▸Your customer service queue currently has a 14-minute response time.
  • ▸Your board chair has seen the news and wants to call you.

For the facilitator

Tips to get more out of it

  • Run the scenario in real time: give the group exactly 90 minutes and present new 'triggers' every 20 minutes.
  • Assign roles: one person leads the response, others challenge.

Reflection

To take with you

  • "How do you act as a manager if this scenario happens in your team or department?"