What an agent sees

A real support incident, handled with one tool call. Everything below is deterministic output from the demo fixture — try it yourself via /use-with-ai.

User

"My payment never arrived. The reference is br_1832f6d09c4b7a."

Agent

calls trace_payment

Trace

{
  "completed": false,
  "terminal": false,
  "health": "delayed",
  "current_stage": "provider_processing",
  "current_owner": "provider",
  "chain": { "observed": true, "succeeded": true, "finalized": true },
  "provider": { "observed": true, "state": "provider_processing" },
  "diagnosis": { "code": "PROVIDER_STAGE_DELAYED", "confidence": "high" },
  "next_action": {
    "code": "ESCALATE_PROVIDER",
    "provider": "bridge",
    "external_id": "br_1832f6d09c4b7a"
  },
  "knowledge": {
    "observed": ["ONCHAIN_FINALIZED", "PROVIDER_PROCESSING", "PAYMENT_CORRELATED"],
    "inferred": [{ "code": "PROVIDER_STAGE_DELAYED", "confidence": "high" }],
    "unknown": [{ "code": "BENEFICIARY_BANK_CREDIT" }]
  },
  "warnings": [{ "code": "DO_NOT_RETRY_PAYMENT" }],
  "limitations": ["NO_DOWNSTREAM_BANK_VISIBILITY"]
}

Agent

"Your blockchain transfer finalized successfully, but the Bridge payout has been processing for 38 minutes — beyond the expected window. I'm escalating Bridge transfer br_1832f6d09c4b7a to payment operations. I won't send a replacement payment while this one is unresolved."

Without Trace, that answer requires understanding Base finality, USDC transfer events, Bridge transfer states, provider SLA windows, and how to correlate a provider payment to a transaction — then getting all of it right under pressure.

With Trace, it is one normalized call. The agent branches on enums, cites evidence IDs, respects the DO_NOT_RETRY_PAYMENT warning, and never claims the beneficiary was credited — because Trace marks that explicitly unknowable. Trace validates this behavior continuously with a deterministic benchmark (TraceBench, 17 incident scenarios in CI).