Why it matters
Chatbot hallucinations hit customers directly: fake refund rules, wrong contacts, imaginary features. They drive chargebacks and viral complaints faster than internal copilot mistakes.
How it works
Same prevention stack as general hallucination with stricter public-safe scope, mandatory citations on factual intents, aggressive abstention, and chatbot-specific test suites.
Example
Nintendo chatbot invented a live chat phone number. Fix required refusal when contact intents lack Help Center retrieval plus new prohibited pattern for phone numbers not in sources.
Common mistakes
- 1Launching chatbot on open retrieval to maximize deflection
- 2No prohibited claim scanning on customer channel
- 3Treating chatbot hallucinations as one-off model quirks
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