Debugging confidently wrong answers from LLM-powered features

The bug that took two weeks to surface A few months back I shipped a feature that used a language model to summarize support tickets and suggest responses. Internal QA loved it. The demo went great. Two weeks after launch, our support lead pinged me on Slack: "Are these summaries... making things up?" They were. Not always. Maybe one in fifty. But the ones that were wrong looked exactly as confident as the correct ones — same tone, same structure, same plausible-looking detail. A ticket about...