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Six guardrails that stopped our support chatbot inventing answers

A support chatbot that makes things up is worse than no chatbot. A missing answer costs you one email. A confidently wrong answer about a refund policy costs you an argument, and the customer has a screenshot. "Use a better model" is not the fix. Most of the invented answers I have investigated wer…

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  1. 2026-11-12 04:50 · DEV Community — AI
    Six guardrails that stopped our support chatbot inventing answers

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