"Players of Obsidian Entertainment's Outer Worlds 2 are apparently trying to provide feedback on the game, but judging by the user's complaint, are getting blocked by its two-factor authentication (2FA) system. In this case, Obsidian Entertainment's support team sent the user an email, which Ango shared on X, instructing them them to contact the "specialized account security team" via email. But the email provides the support address for Ango's company - the wrong Obsidian."
"'The perils of trusting an LLM with your customer support,' Ango opined in his X post. '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.'"
Obsidian's support inbox received a message intended for Obsidian Entertainment about Outer Worlds 2 players being blocked by two-factor authentication. The gaming firm's support reply instructed the user to contact a "specialized account security team" and provided the note-taking company's support email address. The exchange was posted on social media and described as likely generated by off-the-shelf AI support software. The post suggested AI optimization for fewer ticket interactions can cause misrouting and risk exposing sensitive user data. Independent confirmation of AI generation was not available.
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