Customer support bots are supposed to speed things up, not point you at an entirely different company. A player who contacted Obsidian Entertainment support about The Outer Worlds 2 received a reply directing them to email Obsidian.md, the separate note-taking app company, a gaffe that strongly suggests off-the-shelf AI is handling at least some of Obsidian’s support traffic.
The exchange came to light after the player, who also works for the Obsidian note-taking company, noticed the apparent mismatch and shared the interaction. The message looked like a standard support reply until that one line, a literal instruction to email Obsidian.md for help, which is a pretty sure sign the answer came from an automated model trained on generic templates or a misconfigured knowledge base.
When you email issues to Obsidian Entertainment (the video game company) their AI support hallucinates and tells you to email Obsidian (the note-taking company) instead.
The perils of trusting an LLM with your customer support. pic.twitter.com/3JDjGZlfDY
— kepano (@kepano) November 3, 2025
Yes, the mix-up is mildly hilarious if you enjoy corporate soap operas. It also highlights how brittle these AI-driven systems can be when the entity names overlap. The support bot likely matched the string “Obsidian” and suggested the wrong contact because it lacks the contextual understanding a human agent would, or because the support system is pulling from an external vendor with sloppy mappings.
The timing is interesting. The Outer Worlds 2 launched October 29, 2025, and Obsidian has been very busy this year, shipping multiple large projects. That kind of cadence can push studios toward automation for routine tickets. But automation that routes players to a different company is precisely the opposite of helpful.
Some commenters have been quick to link the slip-up to Microsoft ownership and broader cost-cutting stories, pointing to recent industry moves around staffing and pricing. Whether this specific incident is a cost-saving measure or a simple configuration error is unclear, but the result is the same – a customer left with the wrong problem and nowhere valuable for turn.
Obsidian support bots are not the only ones showing rough edges. Other studios have leaned on AI for repetitive tasks and triage, and those systems can produce canned answers that feel lifeless or miss the mark. When the company name itself becomes ambiguous, the risk of human-unfriendly mistakes increases.
If you run into an AI support reply that asks you to contact an unrelated vendor, screenshot it and escalate via social channels or official developer forums. Human agents still exist, and they do actually care about resolving broken game features and account issues. Patience helps, but so does pointing out that the suggestion to email another company was wrong.
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