AI Support Software Blamed as gaming Firm Sends Support Request to Wrong ‘Obsidian‘
A growing reliance on artificial intelligence in customer service has backfired for Obsidian Entertainment,the video game developer behind the upcoming Outer Worlds 2,after a user seeking help with two-factor authentication (2FA) was mistakenly directed to the support inbox of a completely different company – also named Obsidian.
The incident, highlighted on social media this week, underscores the potential pitfalls of deploying “off-the-shelf AI support software” without adequate oversight, raising concerns about data security and customer privacy. Steph Ango, CEO of the note-taking app company Obsidian, shared a screenshot of the misdirected email on X, formerly known as Twitter.
Did you know? – The incident highlights the risks of AI in customer service.A user seeking help with two-factor authentication was mistakenly directed to the wrong company’s support inbox. This raises concerns about data security and customer privacy.
Players attempting to provide feedback on Outer Worlds 2 are reportedly encountering issues with the game’s 2FA system. In an effort to resolve the problem, Obsidian Entertainment’s support team sent an email instructing the user to contact a “specialized account security team.” However, the email contained the support address for ango’s Obsidian, leading to confusion and potential security risks.
The email, as shared by Ango, reads: “Since your issue is with the Obsidian account system (for the issue tracker) and involves account security, this is something our specialized account security team needs to handle directly. They’re the only ones who can verify your ownership and safely disable the authenticator app link without a current code.” It further requests the user to detail the issue and offer “any proof of account ownership they need.”
Pro tip: – When using AI for customer support,always double-check the accuracy of the information provided. Ensure proper oversight to prevent misdirection of sensitive data and protect customer privacy. Verify all contact information.
Ango suspects the entire email was generated by AI, though this has not been independently verified.”The perils of trusting an LLM with your customer support,” Ango wrote on X. “No shade on Obsidian Entertainment, I think they’re using off-the-shelf AI support software.But is it a reinforcement learning issue? If the reward function is to reduce the number of touches in a support ticket, this is one way to do it.”
The potential for users to inadvertently share sensitive personal information with the wrong recipient is a significant concern. according to Ango, individuals may be prompted to provide proof of ownership, possibly exposing private data.
When the Register contacted Obsidian Entertainment’s press team, they received an automated response, but the publication reported no incorrect email addresses were provided in their reply. The gaming firm did not confirm or deny the use of AI in the incident.
Obsidian Entertainment subsequently apologized to ango via X. “Thank you for bringing this to our attention,” the company stated. “Ther was an oversight by a member of the Obsidian Entertainment Support team where an attachment from the reporting player was unfortunately missed. We sincerely apologize for the mix-up and that the message reached the Obsidian inbox as a result. We are actively working with the player to resolve their Obsidian
Reader question: – What steps should companies take to ensure AI-driven customer support doesn’t compromise user data? Share your thoughts on how to balance automation with security and privacy.
