Stop your chatbot from making things up
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If your chatbot sometimes states prices, policies or facts that aren't true, telling it "only answer from our documents" won't fix it reliably: the model still writes the reply, so it can still invent. The reliable fix is to stop it from writing. It picks one of the answers you approved and shows it word for word, or says "I'll ask the team" when none fits. Invented answers have real costs: Air Canada was held liable for a refund policy its chatbot made up (source).
Three ways to keep a chatbot accurate
| How it works | Good for | Where it falls short | |
|---|---|---|---|
| Instructions in the prompt | "Only answer from these documents" | Low-stakes chat | The model still writes the reply and can still invent |
| Retrieval with citations (RAG) | The bot fetches relevant passages and answers from them, citing sources | Large document sets, open questions | Better, but the wording is still generated and can still be wrong |
| Approved answers only | The model chooses one of your written answers, or none, and never writes text | Prices, policies, opening hours, anything a wrong answer costs money for | Only answers what you've written; new questions go to a person |
How the approved-answers approach works
You write your facts as plain sentences. Customers ask in their own words, typos and slang included. The language model's output is limited by a JSON schema to one of your facts, plus a yes or no on whether that fact really answers the question. If none does, the customer gets an honest "I'll ask the team". That also limits what a prompt injection can do: the worst case is picking the wrong approved fact, never saying something new. Try the live demo → · Read the case →
What I need from you
Your facts or FAQ (a document or spreadsheet is fine), where the chatbot will live (website, WhatsApp, support tool), and which questions must never be answered wrong.
How to start
Email me at cdesivo92@gmail.com with a few lines about your chatbot, or hire me on Freelancer.com if you prefer the platform's contracts and payment protection.