Customer Desk
A · Credit information
AI Act: limited riskSynthetic
The chat assistant on safegrade.se. Explains what a score means and which factors drove it, takes corrections and disputes, and hands anything it cannot resolve to a person. It always says that it is an AI.
- Runs per day
- 8
- p95 run time
- 9.4 s
- Tokens per day
- 91,771
- Failed runs
- 0.0 %
From the sample telemetry, 2026-09-18 – 2026-09-24, which includes the incident on 2026-09-22.
Facts
- service.name
safegrade-customer-desk- Model
claude-sonnet-5- Runs
- Each customer conversation
- Tools
lookup_companyexplain_scoreopen_disputehandoff_to_human- Outcome to optimize
- Resolution without hand-off: At least 80 % of conversations resolved without a person (
safegrade.chat.handoff) - Human oversight
- Disputes and any request to change data go to a person.
- EU AI Act
- Chatbot transparency duty (Article 50): it tells users they are talking to an AI.
- Reads from
- Scorekeeper, Certification Desk
- Read by
- Customers directly
- Auga lenses
- Investigation, Oversight Inbox
What can go wrong
Symptom: Disputes and hand-offs spike
Root cause: Customers were contesting score drops that came from stale register data, not from the chat
Telemetry
Each run is one trace. Besides the standard gen_ai.* attributes, the root span carries:
safegrade.orgnr | Company the conversation is about |
safegrade.chat.intent | explain_score, dispute, correction or other |
safegrade.chat.handoff | Whether a person took over |
Shape of one run:
{
"name": "invoke_agent Customer Desk",
"resource": {
"service.name": "safegrade-customer-desk",
"service.namespace": "safegrade"
},
"attributes": {
"gen_ai.operation.name": "invoke_agent",
"gen_ai.provider.name": "anthropic",
"gen_ai.agent.id": "customer-desk",
"gen_ai.agent.name": "Customer Desk",
"gen_ai.request.model": "claude-sonnet-5",
"safegrade.orgnr": "…",
"safegrade.chat.intent": "…",
"safegrade.chat.handoff": "…"
},
"children": [
"chat claude-sonnet-5",
"execute_tool lookup_company",
"execute_tool explain_score",
"execute_tool open_dispute",
"execute_tool handoff_to_human",
"chat claude-sonnet-5"
]
}