In one instance, uncovered by the AI detection company, GPTZero, the report claims that the Japanese East Japan Railway Company (JR East) are using agentic AI for customer service, linking to a 2019 press release, years before agentic AI became mainstream.
In another instance, the report falsely claimed that Austrian electricity provider Verbund is using AI agents in households to conduct real-time analytics as part of its “energy-as-a-service ecosystem”. Although Verbund invested in a start-up using agents for grid optimization, there was no evidence to support the claim of real-time analytics in households.
GPTZero had analyzed the report, Total Experience: Redefining Excellence in the Age of Agentic AI, which was released in October, 2025. Out of 45 total citations, they found only 5 were accurate, with many of the others being entirely fabricated or containing a mix of real authors and fake data (a phenomenon GPTZero dubbed "vibe citing"). Another 28 citations provide paraphrased titles and/or fake components for a real source. The final 12 are too vague or flawed to accurately determine if a source exists.
Additionally, the report highlighted cutting-edge "Agentic AI" case studies for several major organizations. However, companies like UBS, Swiss Federal Railways, UK's Transport for London (TfL), and NHS (Greater Manchester) formally denied these claims, calling them factually incorrect or highly misleading.
The results may have redefined excellence, but not in the way KPMG intended!
Anyway, the said report, which has now been taken down, has been referenced by multiple customer service publications and a major newspaper in the Czech Republic.
In addition, researchers noted that the paper is now being referenced as a resource on customer experience by OpenAI’s ChatGPT and Google Gemini. GPTZero allege that an LLM research tool was asked to find appropriate case studies of companies using agentic AI worldwide.
“This tool seems to have conflated sources, exaggerated claims, and injected references to agentic AI that were copied into the final report without verification”, according to GPTZero, which suspect "no human at KPMG double-checked the citations, the claims, or the sources” before the report was published.
And predictably, KPMG came up with the following "generic excuse": "We expect all our people to follow our guidelines on the responsible use of AI, including human oversight to validate content and verify independent sources". ๐ ๐ ๐
Sivasangari Subramaniam was in top form to beat world No. 6 Satomi Watanabe of Japan in straight games to reach the semi-finals of the PSA Tour Finals in Paris, France on Wednesday.
The Malaysian, ranked No. 5 in the world, won the first-round encounter 3-0: 11-9, 11-6, 11-9 in 35 minutes. It was Sivasangari's eighth win over Satomi in nine meetings.
The 27-year-old Sivasangari, who won the Australian and Grasshopper Open titles this year, will face world champion Amina Orfi of Egypt for a place in the final on Friday.
Orfi, who won the British Open title earlier this month, has a 7-2 winning record against the Malaysian.










































