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

Issue symptoms

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

Cause

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.

Resolution steps

If you encounter this Technical error reply error:

Verify any related dialogues or procedures in the conversation for errors

If you are unable to pinpoint the source, contact Zendesk Customer Support with a sample ticket ID or conversation ID for analysis