LangChain(@LangChain):Production conversations can reveal customer needs the original agent was not designed to handle. @LATAMAirlines found that 13% of messages to its Concierge agent were being classified as out of scope. After reviewing production traces, the team discovered that 95% were legitimate passenger needs. Adding a customer-care specialist reduced the out-of-scope rate from 13% to 1% and improved the return rate by 6%. Learn how LATAM Airlines and other CX teams are using production feedback to improve agent performance:

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LangChain@LangChain

2026.08.20 13:03

Production conversations can reveal customer needs the original agent was not designed to handle. @LATAMAirlines found that 13% of messages to its Concierge agent were being classified as out of scope. After reviewing production traces, the team discovered that 95% were legitimate passenger needs. Adding a customer-care specialist reduced the out-of-scope rate from 13% to 1% and improved the return rate by 6%. Learn how LATAM Airlines and other CX teams are using production feedback to improve agent performance:

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