AI Support: Debunking Myths and Ensuring Accuracy

Discover why AI support is reliable for businesses, debunking myths of AI 'hallucinations' and emphasizing the importance of a well-trained AI agent for customer service.

AI Support: Debunking Myths and Ensuring Accuracy
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Oct 21, 2024 05:36 PM
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Oct 21, 2024
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Reasons businesses say "AI support won't work for us":

  • "AI makes things up"/"AI can’t be trusted"
    • Stories of AI ‘hallucinations’ telling people to eat rocks and lawyers presenting made-up cases in court populate the headlines.
 

The Reality for AI Support Agents:

  1. Specific Training
      • Your AI support agent will likely be trained on a very specific, finite set of information you provide to it.
      • This means it will only answer questions using that information, nothing else.
  1. Guardrails
      • Most AI agents have guardrails to prevent them from ‘hallucinating’, referring to competitors’ products, or answering outside of their knowledge base.
      • If they don’t, you should probably look elsewhere.
  1. Incorrect Responses
      • Generally the result of unclear documentation provided to the AI.
      • The AI agent is in effect a ‘mirror’ being held up to your knowledge base.
      • If its answers are wrong, there is a good chance a person reading them would also have misunderstood too.
 
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Written by

Mike Heap
Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.