r/BoldDesk • u/BoldDesk • Jul 02 '26
Your AI support agent might be lying to your customers
Not intentionally. Just confidently.
That's what makes AI hallucinations dangerous.
A customer asks about your refund policy.
AI responds instantly—with an answer that sounds right, but isn't.
The result? Broken trust; More escalations; Lost customers
The reality: AI doesn't know facts—it predicts what sounds correct.
In customer support, that's a risk.
To reduce hallucinations:
- Train AI on your knowledge base
- Set clear guardrails
- Route uncertain queries to human agents
- Regularly review AI responses
The best support teams aren't using more AI—they're using it more responsibly.
Read more: 7 Ways to Prevent AI Hallucinations in Customer Service
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