Resolve the request, and don’t debate whose chatbot is right. Find out what the customer wants, check the record that applies, and explain the facts and the next step.
Shouldn’t you just tell them the AI is wrong?
It might not be. Your own page may be missing something too. Take the person seriously and check.
1. Separate the request from the explanation.
Ask. What outcome is the customer seeking?
Check. What happened, which record applies and what information are they relying on?
Respond. Explain the relevant facts and the available next step. Escalate uncertainty to the responsible person.
A fictional example: make the next step easy to understand.
- The request
- A customer wants to change a delivery address.
- The reply
- “I understand you want to change the delivery address. The order record shows it has already left the warehouse. I’ll check whether the carrier can still redirect it and confirm the options.”
Practical check: A respectful answer can still be precise.
2. Improve the information the next customer finds.
When the same misunderstanding repeats, review the public explanation for missing conditions or unclear steps. Check the relevant source before correcting either side.
Read more: Using AI to Find Patterns in Customer Feedback · How to Make Your Business Easier for AI Search and Buyers to Understand
The example is fictional. This is general guidance, not advice for your situation.