Classification Tag

#scope-creep

The agent took actions far beyond the intended scope of the task.

Cases

#hallucination #expensive-mistake #wrong-recipient #deleted-data #security-fail #social-blunder #code-disaster #infinite-loop #scope-creep #compliance-violation #data-exfiltration #misunderstood-instruction

APM-0070·OpenAI·MODERATE

Jul 29, 2026

Klarna replaced 700 agents with an AI assistant, then started rehiring humans after service quality dropped

Klarna said in 2024 that its OpenAI-powered assistant did the work of 700 customer-service agents. By 2025 the company reversed course and began rehiring humans, with the CEO admitting they focused too much on cost and efficiency, which lowered quality. Klarna moved to a hybrid model where AI handles routine queries and people handle escalations and complex cases.

scope-creep

APM-0061·Other / Unknown·CRITICAL·~$540.0M

Jul 28, 2026

Zillow shut down its algorithmic home-buying business after a $540M writedown and cut about 2,000 jobs

Zillow Offers used an algorithm to buy homes at scale and resell them. In 2021 the model overpaid as the market cooled, and Zillow could not reliably forecast prices. In November 2021 the company shut the iBuying unit, recorded write-downs exceeding $540 million (including about $408M of inventory), and laid off roughly a quarter of its staff, about 2,000 people.

scope-creep