Why did a technical error reply occur in my AI agent when there were no technical errors?

Question

My AI agent triggered the Technical error reply system reply in a conversation with a customer. I don't see any related technical errors on our side, and this behavior doesn't appear to be consistent or tied to a specific action. What's causing the error?

Answer

A Technical error reply occurs if an AI agent hallucinates an article citation. In other words, the AI agent tries to cite an article that doesn't exist in your knowledge source as the foundation of its answer.

This error occurs only in rare cases.