Short answer: You prevent incorrect answers by having the AI assistant work with live data from your own systems, maintaining a good knowledge base, and always having sensitive actions approved by a team member.
Why an AI assistant can give incorrect answers
An AI assistant that only relies on general knowledge can guess. The solution is to have the assistant base answers on your actual data: the order in Shopify, the return status in Returnless, the shipping information at PostNL. That way every answer is grounded in facts.
Five ways to prevent errors
- Connect the assistant to your real systems, so it retrieves facts instead of guessing.
- Maintain a clear knowledge base with your policy, FAQ and product information.
- Set clear boundaries: which questions may the assistant handle on its own?
- Always have sensitive actions (like refunds) approved by a team member.
- Test the assistant thoroughly before customers use it.
The role of human oversight
With YDM, you decide which questions the assistant handles independently and which always go through a team member. If the assistant is uncertain, it escalates the question with full context. Read more about human handover from AI.