How Do You Prevent Hallucinations in AI Customer Support?

Preventing hallucinations in AI customer support means ensuring the AI only answers when it can cite or rely on approved data sources (knowledge base, solved tickets, product/system data), and escalates to humans when it cannot confidently ground the answer.

The practical methods that work:

• Grounding by default: answers must be based on retrieved sources (KB, tickets, internal docs).
• Refusal + escalation: when sources are missing or conflicting, the AI should ask clarifying questions or escalate—not guess.
• Confidence gating: require higher thresholds for high-risk topics (billing, security, compliance).
• Action verification: if the AI takes actions (e.g., billing lookup), it should reference the retrieved record before responding.
• Auditability: store what sources were used to answer and what actions were taken.

How Worknet helps: Worknet can be configured to block answers that aren’t grounded in connected sources and to route the conversation to the right human expert (support/product/finance) while preserving full context.

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