A lookup_customer call by name returns three matching accounts. The agent picks the account with the most recent order and proceeds. A small but steady share of refunds is going to the wrong account. What is the most effective fix?

Answer: C — Ask the customer for an additional identifier, such as email or order number, and look up again

Multiple matches call for clarification, not heuristic selection: request another identifier until a single account is confirmed. (A) is still a heuristic. (B) lets the wrong-account action happen first. (D) sends humans a case the agent can resolve with one question.