The agent read Google Fi’s pages in all 57 journeys. In 31 it still could not decide.
In 57 recorded research runs, the agent read fi.google.com every time and support.google.com in 38.
Named-offer check 57 runs · named-offer check · one research-agent configuration · no purchase made · 2026-09-21 · all 57 journeys of this decision
In 57 recorded research runs, the agent read fi.google.com every time and support.google.com in 38. It selected Google Fi in 12, a competitor in 2, ran out of page reads in 12, and ended 31 without a recommendation because a required condition could not be confirmed from a readable page.
- The customer’s requirements
- Three lines; an all-in monthly total including taxes and fees at most $120; no annual contract; a phone number that reaches a human support agent.
- The information used
- Unlimited Standard at $90 a month for three lines, taxes and regulatory fees added separately and varying by location (support.google.com); no annual contract, cancel anytime. No page read gave the all-in total for a location or a phone number to a person.
- The resulting recommendation
- Google Fi in 12 runs, Cricket Wireless in 1, US Mobile in 1, no recommendation in 31, budget exhausted in 12.
The full evidence, every option weighed and every source, follows below and on each journey page.
The customer
A US household with three lines and a declared brief: an all-in monthly total of at most $120 including taxes and fees, no annual contract, and a phone number that reaches a human. Fifty-seven journeys ran on 16 and 17 September with no memory arm; every customer arrived fresh.
What the agent researched
Between 3 and 10 page reads per journey, 6.6 on average. fi.google.com in all 57, support.google.com in 38, visible.com in 33, mintmobile.com in 29 (refused every time), bestmvno.com in 12. Google’s own pages were the first stop in every journey.
What it believed
$90 a month for three lines on Unlimited Standard, read on Google’s help pages, with taxes and regulatory fees added on top and varying by location. No annual contract; cancel anytime; device financing optional. Where a journey selected Google Fi, the basis was that even a generous allowance for taxes kept the total under $120, while noting the exact dollar total was never read verbatim.
The decision
Google Fi in 12 journeys. Cricket Wireless in one and US Mobile in one. Thirty-one journeys ended with no recommendation. Twelve ran out of page reads on the brand site before reaching one.
What was never established
Across the 31 undecided journeys, the open conditions were the all-in price for three lines including taxes and fees for a location (19 journeys), a phone number reaching a human (18) and the contract term (14). The same pages that answered the base price did not answer these.
What this means for the brand
This is the third pattern in the record, next to Tesla (unreadable, still selected) and Costco (readable, selected). Google Fi was readable and the agent still stopped short in more than half the journeys. The page answered the question a person asks first and not the three the agent was required to close.
What could be tested
Whether a plan page that states the all-in three-line total for a given location and a support phone number moves the 31 undecided journeys. The record gives the baseline; the comparison is the same household, the same requirements, one page changed.
The journeys
- 1Customer missionUS three-line household (declared brief)
- monthly all-in price for 3 lines ≤ $120 USD including taxes and fees
- no annual contract and no device-financing obligation (month-to-month)
- human-reachable phone support
- price stability after any introductory period (preference)
- 2Evidence7 searches, 5 pages: fi.google.com, support.google.com
- budget: $90/month base price for 3 lines; taxes and regulatory fees added on top and var brand page
- term: No annual contract; cancel anytime with no activation or cancellation fee; devic forums.androidcentral.com
- support: Phone support exists (numbers reported as 1-844-825-5234 / 1-844-TALK2Fi); multi gethuman.com
- 3BeliefCould not establish: exact all-in monthly total (base + taxes + fees) for 3 lines in the household's specific location; direct read of Google Fi's own ToS page (fi.google.
- 4DecisionSelectedGoogle Fi Wireless — Unlimited Standard plan (3 lines)Google Fi's own help pages (support.google.com/fi) confirm Unlimited Standard costs $90/month total for 3 lines, with taxes and regulatory fees added separately and varyi…
- 1Customer missionUS three-line household (declared brief)
- monthly all-in price for 3 lines ≤ $120 USD including taxes and fees
- no annual contract and no device-financing obligation (month-to-month)
- human reachable by phone for support
- US market availability
- 2Evidence5 searches, 7 pages: fi.google.com, blog.google, support.google.com, mintmobile.com +1
- term: No annual contract; can cancel anytime (service-level). Device-financing obligat blog.google
- 3BeliefCould not establish: budget: exact all-in monthly price for 3 lines including taxes and government fees (brand pages truncated/unreadable; comparison sites report base pri
- 4DecisionNot selected: a decisive fact stayed unresolvedNONEGoogle Fi Wireless (the named offer) could not be fully qualified: its own brand pages for plans, support, and FAQ (fi.google.com/about/plans, /about/support-simple, /abo…
- 1Customer missionUS three-line household (declared brief)
- 2Evidence3 searches, 9 pages: fi.google.com, phonearena.com, 19pine.ai, screenrant.com +2
- 3BeliefNothing established about the brand
- 4DecisionRan out of page reads before decidingNo decision: the action budget ran out after 9 page reads.
Limits
- Fifty-seven journeys over two days, one agent configuration, a declared brief rather than a typed requirement set; earlier harness than the September release.
- No memory arm: this study cannot say what a remembered experience would change.
- Bot walls and page contents are what the harness saw on 16 and 17 September 2026.
- Every journey run with Claude on the live web. Every source, belief and decision published.
Reproduce this experiment → the frozen customer mission, ready to run in your own agent.
Investigated with Accord. Accord is the decision-intelligence system behind these experiments. It reconstructs how customer agents evaluate services, identifies what remains unresolved, and tests what changes when the enterprise provides better information or a more authoritative answer. For brands and CX teams →