Test AI identity during agent fallback

When to use this guide

When its main service fails, an agent displays a support specialist label but returns a canned automated response.

This is a fictional implementation scenario. The procedure below is Article 50 Hub's suggested working method, not a prescribed legal form, a customer result or a claim that every step is an additional statutory requirement.

Review procedure

1. List fallback modes for model errors, tool failures and unavailable staff.

2. Map the actual message producer in each mode.

3. Exercise the failure cases and inspect participant labels and escalation wording.

4. Record any promise of human handling that the service cannot fulfill.

What the example review finds

• The fallback is automated despite a human-sounding label.

• The interface promises an immediate handoff when no staff route exists.

Keep these example observations separate from your own results. An unknown or untested state should stay open until the relevant evidence has been inspected.

Fields for your working record

• Failure condition

• Fallback producer

• Displayed identity

• Escalation route

• Test evidence

Use the downloadable blank worksheet linked on this page to connect the observed behavior with the deployed system. Add a reviewer, date, evidence reference, unresolved questions and a next action. The worksheet is editable locally and does not upload your records to Article 50 Hub.

Completion and handoff

Close the task only for the scope actually reviewed. Preserve the result that another authorized reviewer can reproduce, identify the owner of remaining work, and record a retest when the implementation changes. A completed worksheet is not a substitute for the underlying evidence.

Decision boundary

Accurate fallback wording does not resolve the underlying service failure or establish overall reliability.

The official references below provide legal or technical context. Resolve applicability and exception questions with the responsible qualified reviewer; use the product's tools to organize implementation work within that assessment.