Incident 194: Australian Telco’s Incident Management Bot Excessively Sent Technicians in the Field by Mistake, Allegedly Costing Millions

Description: In early 2018, an Australian telecommunications company’s incident management AI excessively deployed technicians into the field, and was allegedly unable to be stopped by the automation team.


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Alleged: unknown developed an AI system deployed by , which harmed unnamed Australian telecommunications company.

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Sean McGregor, Khoa Lam

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Incident OccurrenceA Lesson Worth $11 Million
A Lesson Worth $11 Million · 2020

In early 2018, an Australian telecommunications company bit the bullet and rolled out an AI program for its incident management process. The telco expected to save more than 25% of the operational costs from this implementation. Unfortunate…


A "variant" is an incident that shares the same causative factors, produces similar harms, and involves the same intelligent systems as a known AI incident. Rather than index variants as entirely separate incidents, we list variations of incidents under the first similar incident submitted to the database. Unlike other submission types to the incident database, variants are not required to have reporting in evidence external to the Incident Database. Learn more from the research paper.