Did you, the company who built and sold this SaaS product, offer and agree to provide the service your customers paid you for?

Did your product fail to render those services? Or do damage to the customer by operating outside of the boundaries of your agreement?

There is no difference between "Company A did not fulfill the services they agreed to fulfill" and "Company A's product did not fulfill the services they agreed to fulfill", therefore there is no difference between "Company A's product, in the category of AI agents, did not fulfill the services they agreed to fulfill."