When an agent makes a mistake it could be:
- the agent wasn't good/smart enough
- the system YOU setup around the agent caused the issue
- it's not an issue at all, it just feels like an issue based on how we used to work
People usually think it's 1, but mostly it's 2 and 3
Even if it is 1, you may as well assume it's 2 and 3 so you can at least try to do something about it.