Incident Room

Incident Room investigates the gap between what a customer-facing AI agent says and what actually happened in backend execution. In customer support and voice AI, an agent may confidently tell a customer that an order was placed, a refund was opened, or an appointment was rescheduled, while the underlying tool call failed or produced no real side effect. Incident Room turns those mismatches into structured incidents. The system includes a ReplyChat support workflow with Supervisor, Doer, and Tool Executor agents. These agents coordinate through Band rooms, posting assignments, intent analysis, policy decisions, tool requests, and execution results. A key demo flow intentionally makes the assistant say an order was placed while the placeOrder tool records orderPlaced: false and sideEffectCreated: false. That failed chat is saved to MongoDB, appears on the dashboard, and can be investigated. Incident review agents then analyze separate evidence layers: conversation, tool execution, CRM context, and customer belief. The app highlights contradictions such as “the customer believed the issue was resolved” versus “the backend outcome failed.” It produces a live investigation view, Band audit trail, and PDF-style incident report explaining what happened, why it matters, and what should be fixed. Incident Room is production-ready for Vercel/Netlify with MongoDB persistence, Band integration, safe fallbacks, and no local runtime file dependency.