Update: That 48 hour AI translation glitch cost us a client in Ohio

Last Tuesday we rolled out a new AI speech-to-text tool for our support tickets, and by Thursday it was mangling every other Spanish call. One customer's complaint about a broken dryer got translated to 'fridge on fire' and our tech showed up with the wrong parts. We caught it after 37 tickets, but the damage was done, the client in Ohio pulled their contract over the confusion. I almost trusted the AI's confidence score of 94% because it looked so polished. Has anyone else had a botched rollout where the AI sounded too sure of itself to question?

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