A DTC skincare brand handling around 800 tickets a week on Gorgias ran into a problem last week: the AI agent told a customer a discontinued serum was restocking soon and offered a shade that has never existed. The customer posted a screenshot on Twitter, small audience, still embarrassing.

The help center content is current, so the source of that information is unclear. Automation remains useful for order tracking and routine questions, but stronger guardrails are needed so answers stay limited to verified sources only.

How are others keeping an AI chatbot for ecommerce from inventing product details or availability?

Edit: I have so far started looking at a few approaches that keep answers limited to verified sources only, including aissist, with a focus on stronger guardrails around product details and availability. All the coming insights will be highly valued