Our AI just told a customer they could do something that's literally impossible…

Our AI just told a customer they could do something that's literally impossible. Perfect support response for 3 paragraphs. Then boom — complete contradiction in the final paragraph.

Here's exactly what happened and how we fixed it:

The Problem: Our AI nailed everything about CSV exports until it offered a "workaround" that doesn't exist. Customer gets false hope. We look incompetent.

The Fix (Real-Time): Jumped into Intercom's Guidance.

First attempt: "Maximum export is 30 days from current day." → Tested. Still hallucinated a fake solution.

Second attempt: "No workaround exists for data older than 30 days." → Tested. Still suggested bypassing the limitation.

Third attempt: "Users cannot generate multiple exports to bypass this limitation." → Tested. Success. → Re-tested. Success. → Re-tested. Success.

The Reality Check: AI support isn't autopilot. It's a tool that needs constant calibration. We caught this one. How many others slip through?

Monitor every conversation.

Adjust constantly.

Your AI will confidently lie to customers if you don't.