A Clay user's AI agent recommended an unnecessary upgrade after a price increase, claiming insufficient credits when the real problem was outdated training data. Jason M. Lemkin explains the mistake: Clay never retrained the agent with new pricing docs, a common failure that leaves customers frustrated and making worse decisions.
It said, okay, you're not going to have enough credits to finish, so you're going to have to upgrade. Because this is, again, this is around the time they announced the price increase. So at that point I was like, you've got to be kidding me. So I just hit the upgrade button. Again, I'm tired. It shouldn't be on the customer to figure out, tired or not, it shouldn't be on me to figure out that the new plan was going to be worse for this outcome and I should have just stayed on my legacy plan at the time and just bought more credits, which In hindsight, yes, of course I would have done. But again, when the agent was suggesting to me, hey, if you just upgrade your plan, you'll have enough credits, I'm just going to click that button. I literally— that's what I did. I clicked the button from the agent, I clicked the one of the new plans or whatever, and then I finished the enrichment and I went about my day and I loaded up with my AISDR. So it was a, it was a double handicap.
I get that. But just to— and then we can move on to the next topic. But I thought the second issue when you reached out to the Clay team, was that— and I think this is something we all need to learn about agents— was they had actually not properly trained their beta agent on how their new pricing worked. Like they had not uploaded the documentation, the pricing. And we've seen this ourselves. If you don't keep, you know, digital Jason, the digital version of me, it broke for 4 months. The old version, it didn't upload anything for 4 months. I didn't know it silently failed. So if you don't upload, if you don't constantly train your agents, they will give your customers wrong answers. So I think the second part was Clay changed their pricing. They didn't train their agent with the new pricing. So, so that was one of the reasons they gave you bad answers, right?
Yeah. Because when I, when I flagged this to the Clay team, I was like, hey, just so you know, like, obviously we use a lot of agents. Obviously for families, it's a lot. Varun was in London. Like, we're fans. But here's why I almost rage quit, right?
