Hi, this is the DATUMO team!
A customer metioned a 'lawsuit' and the chatbot politely pointed them to the My Page section.
The sentence reads fine, but in that situation the bot should have handed off to a human agent right away.
Error like this rarely show up in response quality monitoring or generic benchmarks.
What you need to check isn't "does the answer sound plausible?" but "did it follow our service rules?" | 
